Advanced Medical Support Assistant (Advanced MSA's) perform a variety of support duties that facilitate the work of physicians, residents, fellows, nurses, techs, and other members of the medical facility who provide patient care. AMSA are considered chief sources of information and play an important role in accomplishing the work of all Neurology Service Specialty Clinics. At this level, the Advanced MSA must have the ability to work rapidly and independently with a high degree of accuracy.
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. English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Creditable Experience 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. 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 . 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. 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). Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). Preferred Experience: Experience gained while working in a medical office, hospital, inpatient/outpatient clinic, Ancillary Service, Call Center, Care of Community Care, Consult Scheduling, Direct Scheduling, Interdisciplinary Coordinated Care Delivery Models, PACT TEAMLETS, Patient Systems, Radiology/Imaging/Nuclear Medicine, Specialty Clinics, Veterans Appointment Request, VistA Scheduling Graphical User Interface (VS GUI), Ward. Applying administrative judgment, the use of wide range of clinical flow processes relating to access to care across multiple clinical, specialties. Recommends changes to existing clinic procedures based on current guidelines. You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. 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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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. References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019
The Advanced MSA must be dependable, use good judgement and effectively/accurately analyze and evaluate all situations to ensure the veteran receives the highest quality of care. Good written and oral communication skills are essential. The incumbent works collaboratively in an interdisciplinary coordinated care delivery model, a Neurology Service at the San Francisco VA Health Care System (SFVAHCS) to ensure delivery of coordinated, high quality, efficient and patient-centered care. The AMSA is the primary source of contact to the patient by phone and/or in person, acts as the liaison to the clinical staff and provides administrative assistance for Neurology Clinics. As a front-line contact to the patient, the AMSA sets the tone for perception concerning the quality of healthcare services provided by VA. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Advanced MSAs are considered chief sources of information and play an important role in accomplishing the work of the Neurology Service. Duties include but are not limited to: 1. Scheduling, cancelling, re-scheduling patient's appointments and/or consults; entering no-show information, recalls, return to clinic appointments, and appointment cancellation information. 2. Sending appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments. 3. Verifying and updating demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture. 4. May be needed to log into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts. 5. Checking and responding to voicemail, documenting in CPRS as needed and providing messages to clinical team members. 6. Responsible for incoming and outgoing faxing and distribution as needed to support clinical operations. 7. Monitor and/or manage multiple reports, lists and suspense to include but not limited to electronic wait list, unseen report, recall reminders, return to clinic orders, open encounters/EARRS, NEARS, Veteran Choice List, missed opportunity report, consult management and tracking. 8. Required to perform the following but not limited to: Coordination of Telehealth, VTELS including VTEL cognitive behavioral therapy (CBT) to patients outside of VISN 21, Yountville outreach (patients seen at Yountville, coordination of Hoptel requests, Patient Travel, patient admission, and assisting with Consult tracking and Encounter completion. 9. Enters appropriate, complete, accurate information into electronic record (CPRS/VISTA) and other clinical information systems as appropriate to the area assigned. 10. Responsible for checking-in / checking- out patients, and to include but not limited to: Keeping clinic check in area presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes. 11. Appropriately complete initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and/or clinicians and brings urgent matters to immediate attention of nursing or physician staff. Collaborates effectively with the other staff to ensure seamless care. 12. Responsible for acknowledging and/or completing routed view alerts with-in 48 business hours. 13. Maintains up to date training on VA Scheduling Requirements. 14. Understanding of beneficiary enrollment and means testing. 15. The incumbent may provide any updates on scheduling requirements to team members in accordance with established procedures and practices. 16. Preparing for clinic visits to include Neurology Service clinics scrubbing as needed. 17. Discharge coordination as needed. 18. Reconciles end-of-shift/end-of-day processing and reports. 19. Generating, receiving and distributing mail to medical staff and patients. 20. Assembling patient records according to prescribed formats. Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized.