The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. This position is located in the Community Care Service line of the VA Medical Center in Augusta, GA. The Advanced Medical Support Assistant is responsible for a wide range of assignments and has the ability to fully perform the duties/functions related to all aspects of administrative support to the Community Care Service line.
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. 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 3j. 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: Must possess one (1) full year (52 weeks) of experience equivalent to the next lower grade level (GS-05). To qualify for the GS-6: Medical Support Assistant (Advanced), GS-6 (a) Experience. One year of experience equivalent to the GS-5 grade level. (b) 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.).Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e)., those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. IMPORTANT: Education cannot be substituted for the one year of specialized experience required at this grade level. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work of the positions is primarily sedentary; however, some walking, standing, bending stooping and carrying of small items such as files may be required
The Advanced Medical Support Assistant (MSA) serves as a Consult Coordinator for Community Care and is an integral member of within the VHA Patient Aligned Care Team (PACT) initiative. Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. When records are received, the incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending documents to scan. Performing clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. The incumbent responsible for coordinating information and actions related to patient care services on the phone, including, but not limited to the following: Maintains appointment schedules for Community Care, communicates with Community Care providers to ensure they accept VA patients and payments, prepares any required pre-appointment documents, schedules the appropriate level of care and documents the schedule in the appropriate consult. Knowledge of patient eligibility for VA medical care, priorities for care, release of information, HIPPA laws and the Medical Fee Basis programs. Scheduling appointments and monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs Explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information, serving a major role in the revenue process Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care. Coordinates internal and external care between customers and providers. Possess working knowledge of inpatient and clinic processes and services. Provide administrative support to variety of staff and other members of the interdisciplinary team. Must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. Processes consults following Office of Community Care procedures and guidelines works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Community Care) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. Work Schedule: Monday-Friday 8:00am-4:30pm Permanent Change of Station (Relocation Assistance): Not Authorized 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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) Functional Statement #: 55417F Permanent Change of Station (PCS): Not Authorized