The incumbent performs a wide variety of administrative support services necessary for smooth management associated with maintaining and supporting the work performed within the Dermatology Service. The incumbent serves as an assistant to the Dermatology service, providing support to core staff, affiliated staff (physicians, resident physicians, medical students, etc.) patients, and external customers.
The incumbent must have excellent interpersonal skills. He or she must be able to interact very well with others. Able to work in mutual agreement with other departments for the coordination of travel along with the transportation office. The MSA is expected to work in a cohesive manner with the applicants to the Dermatology Residency Program, and coordinate schedules for doctors, consultants, and residents at all times. Routinely identifies the customer's situation properly and performs the tasks required to resolve the customer's questions/issues accurately and in a timely manner. Follows up as necessary to ensure a satisfactory resolution. Consistently responds to customer requests for assistance promptly and in a friendly and professional manner. Listens to customer feedback, positive and/or negative, and acts to resolve matters/situations within his/her control. Questions/issues not within the employee's control are referred in a timely manner to appropriate staff able to assist with the situation. Meets customer expectations in most cases as determined through established customer surveys or other appropriate feedback systems. Professional relationships with supervisors, co-workers, and others in the organization are consistently courteous and cooperative in nature and, overall, contribute to the effective operations of the workplace and the development of a collaborative working relationship. In most instances, demonstrates the ability to adjust to change or work pressure in a pleasant and constructive manner; handles differences of opinion in a businesslike fashion; and functions as an effective team member through active participation in working towards team objectives and assisting in the group effort whenever and wherever possible. 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. 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. Certification - None required. 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. 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. 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:GS-6: One year of experience equivalent to the [GS-5] grade level. In addition to the one year of specialized experience at the next lowest grade (GS-06) level, candidates must demonstrate the below KSAs: 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. 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-6. The actual grade at which an applicant may be selected for this vacancy is GS-06 Physical Requirements: See VA Directive and Handbook 5019.
As a vital first point of contact, this position acts as a crucial liaison, bridging the gap between patients, medical staff, and external entities. The Advanced Medical Support Assistant (MSA) is responsible for providing information, directing inquiries to the appropriate resources, and resolving inter-service issues, ensuring efficient communication and a seamless patient experience. The accuracy of information relayed by the MSA is paramount, directly impacting patient care outcomes and potentially influencing treatment timelines and hospitalization duration. Furthermore, the MSA actively manages the patient check-in process, troubleshoots clinic flow issues, and collaborates with clinical staff to implement and track follow-up procedures for high-risk patients, particularly those with cutaneous malignancies. This role also encompasses data capture and analysis for service quality improvement initiatives, focusing on optimizing patient wait times, clinic efficiency, and minimizing no-show rates. The incumbent ensures each scheduled patient checks in the front desk kiosk and assists patients who require help to complete the check-in process for medical and surgical Dermatology clinics, phototherapy, melanoma/pigmented lesion and skin cancer screening. The MSA identifies and troubleshoots scheduling and staffing problems in Dermatology clinic in PAD and performs analysis for performance improvement efforts in wait-times, clinic flow and no-shows. The MSA interacts with Dermatology Nurses and Physicians who identify high-risk patients with cutaneous malignancies and MSA implements and tracks mechanisms to ensure appropriate patient follow-up. The MSA works with Dermatology clinical and administrative staff to coordinate data capture for Service Quality Improvement activities with respect to patient follow-up. Work Schedule: Monday to Friday, 8:00 am - 4:30 or as determined by the supervisor Telework: No - Position not suitable Virtual: This is not a virtual position Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required