The Advanced Medical Support Assistant position provides clerical and administrative support to the patients and staff; positions are located within the Ambulatory Care Section of the Medical Administration Service.
Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education 1) Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Physical Requirements: See VA Directive and Handbook 5019. Certification: None 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). Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: 1. Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 2. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. 3.If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Medical Support Assistant (Advanced), GS-6. Experience. One year of experience equivalent to the GS-5 grade level. Assignment: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc. Knowledge, Skills, and Abilities. Candidates must demonstrate [all] of the following KSAs : 1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. 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. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. The full performance level of this vacancy is GS-06 Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.
The Advanced MSA works collaborate in an interdisciplinary coordinated care delivery model. The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports, ensures clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Assignments at this level include, but are not limited to: Develops and maintains effective and efficient communication with the patient and interdisciplinary care team, VA medical centers, and other agencies. Assists with communications during the inpatient to outpatient discharge; communicates with non-VA medical facilities. Participates in team huddles and team meeting to manage and plan patient care. Sets priorities and deadlines, adjusts follow and sequencing of work to meet team and patient needs. Collaborates with the team to reinforce the plan of care and self-help solutions, and enters appropriate information into the electronic patient medical record. Participates and provides feedback and input in problem solving on operational issues or procedures in team meetings. Performs administrative follow up actions and independently follows up on team huddles by sharing information and collaborating with the clinical team to assure continuity of care. Develops and maintains specific reports used by the patient care team to monitor, track and trend care delivery as well as participating and leading quality improvement efforts focused on cost, access, quality and customer satisfaction. Personally greets and is the initial contact for the high volume of patients entering the facility seeking medical care. As front-line contact with patients and staff, sets the tone for perception concerning quality of healthcare services at the VA. This work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems s they affect day-to-day operations. The work is mostly sedentary and is performed in various office settings responsible for treating patients with a wide variety of medical problems. Orients and directs patients and visitors, answers routine inquiries, and make appropriate referrals of questions concerning patients' eligibilities. Makes initial determination of patient's legal entitlement to receive medical care, prosthetic devices, eye and dental care. Advises the patient of eligibility for medical benefits, and resolves complex and unique issues relative to eligibility and entitlement for healthcare services. Assists patients in completing the administrative processes of enrolling for medical care and updating annual financial information, insurance, and demographic information. All other duties as assigned. Work Schedule: Multiple schedules offered as follows: 8am- 8pm or 8pm-8am rotating weekends and holidays, M-F 8am -4:30pm or 7:30am-4pm. Schedules to be discussed during selection process. Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement # 30007F