Medical Support Assistant (Advanced)-Primary Care/Specialty Care

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. e. Grandfathering Provision.

Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable.

For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: 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.

Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. 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/.

Preferred Experience

Advanced Medical Terminology, Advanced Customer Service, Advanced Scheduling Knowledge The full performance level of this vacancy is GS-6. 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 Communication - Demonstrates positive people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward Veterans, visitors, and other employees of the Medical Center in both verbal and written communication. - Maintains Veteran rights, confidentiality, and individuality. - Resolves issues at the lowest level and in a timely manner. - Set limits/boundaries which are clearly defined within the MSA/Veteran relationship. - Have Advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance. - Participate in and independently follow up on team huddles/meetings, sharing information and collaborating with the medical team assuring continuity of care. - Is the main point of contact for all Secure Messages/Message Manager sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion.

Administrative and Operational - Is an expert in the department for scheduled and unscheduled visits. - Maintains flexibility in adapting to changes in schedule and workload.

Assists other team members willingly. - Prepare reports in various formats and present data to various organizational levels. - Screens call and determine if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional. - Maintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA). - Enters appropriate information into the Veterans electronic medical record. - Assures appropriate forms including and documents are presented, sent out, or completed by the Veterans. - Facilitates Release of Information for records and documents being received from outside facilities monitor and track the progress of received required information. - Provides advanced clerical support to the area they are assigned to, this includes support to any staff member. - Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload. - Obtains and monitors the use of services, supplies, and equipment for their offices area. - Updates Veteran's demographic information to include the following: address, phone number, insurance, preferred method of communication, guardianship reminder, and other information as new programs are added or changed. - Receives and responds to inquiries via Secure Messaging, Message Manager, VAR, VEText, letters, or phone calls.

These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member, requesting tests or medications, questions on appointments, scheduling, and various other inquiries.

The MSA can recognize and refer urgent inquiries to clinical staff for immediate action as needed. - Works or may be assigned to the PC ICC Call Center (in support of SC ICC) in times of short staffing or high call volumes. - Ability to multitask daily (i.e., changing priorities at a moment's notice in high stress situations). - Coordinates and assists with department services, programs, and outreach events. - Participates in encounter closeout. - Basic knowledge of the technical health care process relating to access to care. - Follows PCMM process for assigning and reassigning Veterans to Primary Care Providers. - Processes all health care providers' order accurately.

When needed seeking clarification. - Call Center functions include but are not limited to: Answer all PC ICC and SC ICC incoming calls, and assignment of monthly administrative duties. Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized