The Advanced Level Medical Support Assistant positions serves as an administrative clerk. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs.
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, 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. 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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: Medical Support Assistant (Advanced), GS-06: In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience: One year of experience equivalent to the GS-05 grade level, interacting with both internal and external customers; establishing and maintaining medical charts (outpatient and/or inpatient) and administrative records; verifying third party insurance and personal information; obtaining medical information from patients; coordinating information and actions related to patient care and services; scheduling appointments; etc. AND Candidates must demonstrate all of the Knowledge, Skills, and Abilities 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. Preferred Experience: 1 year of scheduling experience 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. Physical Requirements: The work is generally primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service, scheduling service, coordination of care with non-VA providers, and other duties assigned for the proper and timely treatment of patients. He/She enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/ procedure and sends to non-VA provider as appropriate, which include but not limited to labs, imaging, provider notes as well as creating and sending authorization for care that includes validity dates. Sends referral information to non-VA provider and authorization letter to Veterans. Works with non-VA provider and veterans to resolve administrative issue. Schedule appointments accurately in a timely manner. All appointment will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patient having to make multiple trips to the medical center, clinic, or non-VA provider whenever possible. Supports patient safety standards using the correct Veteran Affairs identification of all patients using two forms of identification, name, and full Social Security number. The patient may also present the Veterans Identification Card for identification. He /She must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses. The incumbent must screen /receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established department processes. The medical support assistant fully participates in OCC team lead huddles and team meetings where patient care planning and management occur. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday; 7:00am to 3:30pm Compressed/Flexible: Available Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Pay: Competitive salary and regular salary increases. 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) Telework: Not Authorized. Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.