This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Acute Outpatient Nursing Division, Administrative Support Program. The Advanced Medical Support Assistant is assigned to the Blood Draw Lab. The team provides services and communication addressing the healthcare needs of the Veteran population. As a member of Blood Draw Lab, the incumbent is expected to make valuable contributions to the patient care process.
Basic Requirements: CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. Grade Determinations: Must possess one (1) year of experience that is directly related to the duties of an MSA. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience at this level includes assignments such as advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system to include interpreting and verifying provider orders; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments; and coordinating administrative functions relating to emergency and non-emergency transfers to other facilities. In addition, applicants must demonstrate the following KSAs: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process (including but not limited to scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
The Blood Draw Advanced MSA is responsible for monitoring provider orders, verifying patient appointments, making patient appointments, and checking in patients for appointments. The Advanced MSA is to consult with patient care teams when noticing discrepancies in patient appoints, services requests, and when necessary to resolve conflict with internal and external customers. Assignments at this level include, but are not limited to: Working collaboratively in an interdisciplinary coordinated care delivery model to develop/maintain effective and efficient communication with the patient, interdisciplinary team with VA medical centers, and other agencies (IV team) Daily review of active/pending consultants, Recall list, and audio-care communications for accuracy and disposition. Scheduling appointments with patients' input, either in person or by phone Identifying and developing ways to resolve problems with the administrative and clinical staff on access Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage Process secure messages via teams. Interpreting and verifying provider orders and demonstrating complete established administrative action for each order. Monitoring pre-appointment requirements to assure readiness for patient visit/procedures. Where appropriate ensure patient has prep material for test(s) and monitor tube system for collections; track amount of available tubes for tube system Reviews schedule and ensure clinical slots are managed appropriately to maximize capacity making schedule changes, as necessary. Establishing patient records and appropriately printing patient labels Submit patient transportation requests as necessary Assists with clinical projects and other duties assigned. Work Schedule: 7:00am-3:30pm Monday-Friday Compressed/Flexible: Not available Telework: This position is not eligible for telework Virtual: This is not a virtual position. Functional Statement #: 00181F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized