This Medical Support Assistant Advanced (AMSA) is assigned in the STVHCS Home Telehealth Program, Home and Community Based Care. The AMSA will participate actively in the daily operations of the Home Telehealth (HT) program by assisting with both program administrative and assistance work, in addition to any future proposals/projects that are implemented. The AMSA will be serving under the direct supervision of the Medical Support Assistant Supervisor and the Program Manager.
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. 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. Certification. None required. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written 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: Applicant must meet the Basic requirement, the Specialized Experience and demonstrate all the required Knowledge, Skills, and Abilities for the position Medical Support Assistant (Advanced), GS-0679-06: Experience. One 1 year of specialized experience equivalent to the GS-05 grade level. Qualifying experience includes but may not be limited to: MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling 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.). GS-6 Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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 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: Basic medical terminology required. Basic computer skills required. Customer service background Above average communication skills to communicate use of devices to patients. 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 sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Assignments at this level include but are not limited to: The Advanced MSA works collaboratively with the program team of Care Coordinators who collaborate with PACT providers using several different types of telehealth in-home messaging services, with the objectives of improving care and communication among the veteran, the family/significant other, and the primary care/specialty care providers. Based on excellent knowledge of the HT program, the incumbent will be responsible for solving problems associated with the administrative work of the program. The Advanced MSA develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Scheduling and coordinating patient enrollments; managing and troubleshooting home telehealth equipment. Responsible to complete duties related to identifying, scheduling, enrolling, managing and unenrolling veterans in the program Interface with personal computer (PC) applications as well as numerous Vista and internet applications. Support management of supplies, equipment, coordination of patient enrollments and equipment and time and attendance as needed. May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record Participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Strives to meet the needs of customers, both internal and external, while supporting VA missions. Communicates and treats customers in a courteous, tactful, and respectful manner. Provides the customer consistent information according to established policies and procedures. Handles conflict and problems relating to the customer in a constructive and appropriate manner. Minimal travel to outlying CBOCs required and must possess and maintain a valid driver's license. Travel to outlying CBOCs for education and training will occasionally be involved. The employee is responsible for protecting the data from unauthorized release or from loss, alteration or unauthorized deletions. Work Schedule: Monday-Friday, 7:30am-4:00pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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 Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized