Come be a part of the VISN 8 CCC, first of its kind in VA providing access to virtual care and services! Our Best Place to Work score of 89% on 2024 AES demonstrates commitment to employees, teamwork, and development in a flexible work environment. The Advanced Medical Support Assistant served the VISN 8 CCC. The CCC is a 24/7 operation that provides virtual healthcare assistance to Veterans through the utilization of triage nurses, Practitioners, Pharmacist and administrative staff.
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. 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 3.j. Experience and Education. 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, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable 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). Grade Determinations: One-year equivalent to at least next lower grade level (GS-5). Medical Support Assistant (Advanced), GS-679-6 Experience. One year of experience equivalent to the GS-679-5 grade level. Assignment. The Advanced Medical Support Assistant 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. Recommend 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.) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. 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, 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. 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 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Scheduling consults/VA video connect Virtual Teams Environment VA Call Center Experience Researching Medical Terminology Multi-tasking Customer Service 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-679-6. Physical Requirements: The Advanced 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.
Advanced Medical Support Assistant duties consist of but are not limited to the following: Serves as a customer service relations provider and assists in the resolution of Veterans' concerns. Assists Veterans with scheduling appointments with clinical providers. Responsible for the validation of patient demographic and insurance information. Independently prioritize callers and makes Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Provides guidance to section staff members to include changes in policies and procedures. Monitors the status and progress of work and makes necessary adjustments in accordance with established priorities. Ensures all training requirements are met. Develops and/or maintains effective and efficient communication with the patient and follow Clinical Contact Center Staff. Provides expert advice on specific tasks (missed opportunities, non-vested/vest patients, workload credit for encounters and consults) procedures associated to the HAS section, and policies. Trains unit members in the accomplishment of new tasks or projects. Work Schedule: The Clinical Contact Center is a 24/7 operation and the HAS team has openings for various shifts and locations. Functional Statement #: 10023F Permanent Change of Station (PCS): Not authorized. Telework: Available, incumbent may be granted telework. For days not approved for telework, the incumbent MUST be able to report to a facility location listed in the job location section within the VISN 8 service area.