Medical Support Assistant (Advanced)

Basic Requirements

a. Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens b. Experience. None. c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. d. Licensure/Certification/Registration. None. f. Foreign Education.

To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. h. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grade Determinations

Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level Examples of qualifying experience, include but are not limited to, independently performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advising clinical staff on current administrative processes.

Performing administrative support duties including answering phones, greeting patients, relaying messages to appropriate medical staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. AND Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: (a) 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. (b) 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. (c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. (d) 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. (e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (f) 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. 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.

NOTE: The 2-page Resume requirement does not apply to this position. The incumbent coordinates with the patient, interdisciplinary team including the radiologist, technologists, and patients' referring service team, nurses, other VA medical centers, and other agencies (e.g. communicates with non-VA medical facilities; notify patients of requirements prior to appointment including labs or x-rays; follow up care on imaging orders).

The incumbent monitors pre-appointment requirements to assure readiness for patient appointment/procedure including X-rays, Lab work, MRI safety screening requirements, etc. Data reports are run from the VistA Radiology Package or Fileman and are used to manage radiology scheduling lists; this includes, pending, hold, and past scheduled exams validating accuracy, resolving issues and disposition of orders as required in accordance with policy.

Coordinates patient procedures by verifying pre-procedure workup is complete and meets procedure requirements prior to procedure. This may include evaluating patient information; such as lab results and pre-procedure clinical screening for MRI and/or positron emission imaging (PET) exams to assure readiness for imaging exam/procedure and resolving issues, if needed. Interprets information provided to ensure that the correct exam as ordered by the physician is the one scheduled to be done.

Other assignments at this level include but are not limited to: Participating and providing input on problem solving with operational issues in team meetings Performing administrative follow up actions on orders and consults Educating providers about shared patients who are receiving care at multiple VAs or those who receive care in the community Works collaboratively with the Office of Community Care for scheduling of radiologic/nuclear medicine procedures performed in the community.

This includes gathering data on patients referred to the community and developing a report that is shared with the Office of Community Care to determine if the patients care has been completed. Effectively communicate with the Office of Community Care to ensure reports and images are received, processing orders and consults in accordance to policy and following up on outstanding consults. Additionally, this may include ensuring outside providers have prior imaging exams that are necessary for interpretation.

Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and Social Security Number or DOB. The patient may also present the Veterans Healthcare Identification Card (VHIC) 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 and inability to contact patient by phone due to incorrect number. Explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information, serving a major role in the revenue process.

Contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV). Work Schedule: Monday - Friday; 7:30 am - 4:00pm Telework: Not authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized