The Advanced Medical Support Assistant serves as an integrated administrative support for the Primary Care team and/or Specialty Care Service within the Community Based Outpatient Clinics at the Washington DC VA Medical Center. CUT-OFF DATES FOR REFERRAL: The initial cut-off date for referral of eligible applications will be July 18, 2025. Eligible applications received after that date will be referred s additional vacancies occur on an as-needed basis until positions are filled.
Basic Requirements. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. Grandfathering Provision. May qualify under Grandfathering Provision. Additional information under the Additional Information section below. Physical Requirements. See VA Directive and Handbook 5019. 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. Grade Determinations: Medical Support Assistant (Advanced) GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Experience at GS-5 level includes but 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. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's] eligibility status(i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery mode, 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate an 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-6. Physical Requirements and Work Environment. The work requires some standing, but, for the most part, the employee is sitting with intermittent walking, bending, lifting, and carrying supplies and/or medical records which weigh less than 15 pounds. Work requires the use of a keyboard, computer and video display screen for up to six hours intermittent per day. Intermittent walking is necessary to pick up, transfer and deliver records and other documents needed for patient care. Work is performed in a clinic setting within the Medical Center. There is daily contact with staff and patients, with some possibility of verbal abuse from upset or irrational patients or family members. The employee may be exposed to communicable diseases. Normal safety precautions are necessary.
DUTIES: Work collaboratively with the clinics in Medicine, Surgery, PACT, and Patient Care Service Lines. Performs receptionist duties, customer service and other assigned duties for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Possess advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care and the revenue process. Manage clinics which include independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex health systems environment. Coordinate with the Medical Support Assistant Supervisor, Service Chiefs and Administrative Officers to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Ensure MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Assure staff collect, scan, and update health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promote Veteran registration for, and utilization of, MyHealtheVet (MHV). Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and provide education and training to other MSA staff as follows; a. Schedule appointments accurately in a timely manner. b. Notify his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults, insurance buffers entries, and Recall list for accuracy and disposition. Participate in managing the Electronic Wait List to verify and validate accuracy and resolve issues, provide input in problem solving on operational issues or procedures in team meetings and performing administrative follow up action. The incumbent will evaluate patient information and clinic schedule lists to determine whether the patient is vested and will notify the provider, as necessary. Possess a solid knowledge of multiple systems and current computer technology regarding imaging applications, PC Fax applications, numerous VistA applications and computerized call center software and procedures. Possess and demonstrate skill in compiling readily available data from prescribed sources, knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given. Familiarity with one or more established automated systems to enter, correct, and retrieve factual information. Identify customer's concerns, perform the tasks required to resolve the issues accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. Possess advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Processes telephone calls, customer interactions, and secure messaging to the clinic regarding availability of appointments for care and/or procedures and provide assistance with regard to changes in scheduled appointments and/or procedures. Determine the legal and appropriate eligibility of the patient for care using the knowledge of VA regulations, Public Law, and State Laws and regulations with regard to type and extent of medical care. Directs patients to the Enrollment & Eligibility Department to complete all overdue Means Tests as well as obtain data regarding insurance coverage. Review and organize patient routing slips one day in advance of the appointment. Follow up on all clinical requests for outside medical data and include new information requiring review. Generate medication profile as necessary for the nurse/provider team. Update records with new information and ensure correct demographic data is entered into the computer. The incumbent must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires a practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV). Work Schedule: Varied Shifts to be discussed during interview process, however most shifts are Monday-Friday 8-4:30 pm, EST. Compressed/Flexible: Not Available Telework: Not Available Functional Statement #: 000000 Financial Disclosure Report: Not required