This position is located under the Health Administration Service with Haley's Call Center at James A Haley Hospital Veterans Hospital in Tampa, FL. This position provides medical support responsibilities associated with one or more outpatient clinics. The employee is responsible for accurate appointment management and the correct coordination of all administrative information between the professional staff and the patient.
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. Applicants pending the completion of educational, or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Certification: None required. Grandfathering Provision: 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). Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements: See VA Directive and Handbook 5019. For Medical Support Assistant (Advanced) Grade Determinations: Specialized Experience. One-year equivalent to at least next lower grade level GS-05. Assignment. The Advanced Medical Support Assistant (MSA's) must demonstrate technical competency in the use of the VistA and CPRS systems and be able to train others in its use. The Advanced MSA is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing consultation requests and the electronic waiting list, and notifying the patient of his/her scheduled appointment. He/she must abide by federal privacy and confidentiality regulations and exhibit ethical conduct all times. Employee must complete and adhere to necessary annual VHA training requirements. He/she has a key role in the VHA Network Performance Measures for Revenue, Customer Service, Access to Care, and overall quality of healthcare delivery. Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies. AND 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. Reference: 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 full performance level of this vacancy is GS-679-06. 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.
The Advanced Medical Support Assistant supports the complicated and heavy volume sections, one specific section will be a primary with all others as secondary coverage as needed. The AMSA monitors encounters, consults, patient calls, new consult appointments for primary work assignment and assists with secondary as needed, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Advanced Medical Support Assistant duties include but are not limited to the following: Perform clerical work in support of the care and treatment given to patients in the hospital setting throughout the medical facility. Maintains a daily appointment schedule for one or more hospital clinic. The position involves customer service, patient screening, and other duties as assigned for the proper and timely treatment of patients. Schedule appointments in accordance with VHA Directives and regulations. The Medical Support Assistant must be able to interpret and communicate requirements of VHA Scheduling Directives. Ensures appointments are appropriately scheduled in a timely manner. Work Schedule: Monday- Friday 8:00am to 4:30pm Variable; Subject to change with management discretion to accommodate the needs of the VA Mission. Compressed/Flexible: Not Available Telework: This is not a telework position Virtual: This is not a virtual position. Functional Statement #: 71240F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required