The VA Nebraska-Western Iowa Health Care System is recruiting for 1 full-time Advanced Medical Support Assistant for the Health Administration Service Line.
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. 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: Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (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. (2) 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. (3) 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] full-time workweek of credit for each [two] weeks of service. GS-6 Advanced Medical Support Assistant Experience. One year of experience equivalent to the GS-5 grade level, which is defined as: Operating computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. Advanced working knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Scheduling medical appointments in a clinical setting. Working independently in the accomplishment of a wide variety of duties performing patient support work. Communicating effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Providing customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the 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. Assignment. 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.). 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Duties include, but are not limited to: 1. Customer Service a. Greet and check in patients, assist patients with mobile check-in if needed. b. Gather medical information if needed. c. Refer patients to appropriate member of health care team as needed. d. Report backlogs, difficulties in meeting deadlines, uncooperative physicians. e. Document complaints. f. Ability to 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. g. Resolve difficult problems and diffuse potential dissatisfaction with VA services. 2. Perform receptionist duties. a. Monitor copying and faxing. b. Answer and route incoming phone calls. 3. Maintain Medical Charts a. Generate patient workload reports and monitors activity. b. Serve as a technical advisor and liaison (VistA, CPRS, VSE, etc). c. Respond to secure messages. d. Respond to appointment requests through VAOS. 4. Scheduling Expectations a. Follow the current VA Scheduling Directive and Minimum Scheduling efforts. 5. Administrative duties a. Check Recall Reminder lists to avoid delinquencies. b. Prepare for clinic including printing appointment and clinic lists. c. Monitor ICB and patient demographics. d. Ensure encounter forms are completed. e. Ensure return to clinics orders are completed daily. f. Ensure recalls are completed daily. g. Consult report clean up daily. h. Routinely review of active/pending consults daily. i. Interpret, verify, and disposition of provider orders. j. Complete reports. k. Record meeting minutes, scribe with co-signer. l. Monitor appointments for area of responsibility. m. Monitor and maintain clinic grids with supervision. n. Process all transfer to other facilities. o. Perform basic eligibility requirements. p. Maintenance of warehouse supplies and clinic forms. q. Assist with clinic access contingency plans by adjusting appointment times, locations, or dates. r. Complete/train/share knowledge of data programs ie: VETEXT, VAOS, NEAR, Message Manager, Secure Messaging, Right Fax, Audiocare, etc. s. Request medical records from Community Care providers and non-VA healthcare Institutions. t. Conduct special audits, studies or surveys as requested. u. Collect complete and appropriate data for reporting purposes. v. Organize and implement quality assurance documents for supervisor. w. Enter and monitor work orders. x. Order supplies and equipment. y. Provide coverage for scheduling staff during intermittent shortages. 6. Serves as a mentor to GS3-5 MSAs a. Learn new processes to oversee training and implementation among other MSAs. b. Provide training during orientation and/or remedial for existing staff as needed. c. Resolve daily workplace issues. d. Provide guidance to staff members to include changes in policies and procedures. e. Provide guidance to MSA staff on the most current VA Scheduling Directive and Minimum Scheduling efforts. 7. Special Duties as assigned. Work Schedule: Monday-Friday, 8:00 a.m.-4:30 p.m. 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) 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. Permanent Change of Station (PCS): Not authorized