Advanced Medical Support Assistant
Work Schedule:
Monday - Friday, 8am - 4:
30pm (alternate schedules may be necessary to meet the needs of the organization) Financial Disclosure Report:
Not required This is not a virtual or telework position. Incentives are not authorized. This is a bargaining unit position. 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 MyHealtheVet 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. Duties and responsibilities include but are not limited to:
Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. BHIP) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Serves as front line contact for patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. Screens/receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Fully participates in the daily BHIP huddles and weekly team meetings where patient care planning and management occur. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Other duties as assigned by supervisor to ensure efficient daily operations. 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:
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. 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). Preferred
Experience:
Ability to manage clinics and schedule appointments; ability to use a computer and Microsoft applications; knowledge of medical terminology; ability to communicate in a professional manner both orally and in writing. Grade Determinations:
In addition to the basic requirements above, all applicants must also meet the following grade requirement for the GS-6 Medical Support Assistant (Advanced):
Experience:
One year of experience equivalent to the GS-5 grade level is required. (Assignments at the GS5 level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; 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). Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the Knowledge, Skills and Abilities (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. Knowledge of MSA Practices:
To be creditable, the experience must have demonstrated the KSAs associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of
Experience:
Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time
Experience:
Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one fulltime workweek of credit for each two weeks of service. References:
VA Handbook 5005/117 Part II Appendix G45 The full performance level of this vacancy is GS-6. Physical Requirements:
light lifting/carrying (under 15 pounds); use of fingers; both hands required; walking/standing (1 hour); both legs required; ability for rapid mental and muscular coordination simultaneously; near vision correctable at 13 to 16 to Jaeger 1 to 4; far vision correctable in one eye to 20/20 and to 20/40 in the other; depth perception; ability to distinguish basic colors and shades of colors; hearing (aid permitted)
Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday, 8am - 4:
30pm (alternate schedules may be necessary to meet the needs of the organization) Financial Disclosure Report:
Not required This is not a virtual or telework position. Incentives are not authorized. This is a bargaining unit position. 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 MyHealtheVet 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. Duties and responsibilities include but are not limited to:
Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. BHIP) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Serves as front line contact for patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. Screens/receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Fully participates in the daily BHIP huddles and weekly team meetings where patient care planning and management occur. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Other duties as assigned by supervisor to ensure efficient daily operations. 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:
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. 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). Preferred
Experience:
Ability to manage clinics and schedule appointments; ability to use a computer and Microsoft applications; knowledge of medical terminology; ability to communicate in a professional manner both orally and in writing. Grade Determinations:
In addition to the basic requirements above, all applicants must also meet the following grade requirement for the GS-6 Medical Support Assistant (Advanced):
Experience:
One year of experience equivalent to the GS-5 grade level is required. (Assignments at the GS5 level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; 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). Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the Knowledge, Skills and Abilities (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. Knowledge of MSA Practices:
To be creditable, the experience must have demonstrated the KSAs associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of
Experience:
Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time
Experience:
Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one fulltime workweek of credit for each two weeks of service. References:
VA Handbook 5005/117 Part II Appendix G45 The full performance level of this vacancy is GS-6. Physical Requirements:
light lifting/carrying (under 15 pounds); use of fingers; both hands required; walking/standing (1 hour); both legs required; ability for rapid mental and muscular coordination simultaneously; near vision correctable at 13 to 16 to Jaeger 1 to 4; far vision correctable in one eye to 20/20 and to 20/40 in the other; depth perception; ability to distinguish basic colors and shades of colors; hearing (aid permitted)
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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