Advanced Medical Support Assistant

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: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.

Experience and Education

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.

Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

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.

If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

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

Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level. 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.

Specialized Experience: one year of specialized experience in an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a diverse team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care.

Candidates must demonstrate 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 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

Community Care experience preferred. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Advanced Medical Support Assistants (AMSA): The Advanced MSA is responsible for coordinating health care for Veterans utilizing community providers. The incumbent receives, reviews and processes requests for non-VA care from healthcare providers, ensuring compliance with local purchased care policy, duplication, VHA national scheduling guidelines and other identified expectations. The employee uses judgment to interpret guidelines, adapt procedures, decide approaches and resolve specific problems.

The work involves the execution of specific rules, regulations, or procedures and typically comprises a complete segment of an assignment or project of broader scope. The work product or service affects the accuracy, reliability, or acceptability of further processes or services. Duties will include but are not limited to: Communications (verbal and written) are presented in a friendly, considerate, prompt and helpful manner to promote a positive customer service.

The information provided is positive in nature and seeks to present an accurate and constructive image of the unit, facility and the VA System. Provides each veteran patient with a package of written materials (when applicable) that detail the specific non-VA care authorized. Coordinates the interaction of the veteran patient with the non-VA vendor to ensure timely scheduling and delivery of care.

Addresses perceived discrepancies regarding scope of authorization by either veteran or vendor, explaining benefits or other VA policies/regulations/procedures that are relevant to the situation. Demonstrates the VA ICARE Core Values: Integrity, Commitment, Advocacy, Respect and Excellence. Responds timely to Veteran secure messaging and department/service protocols and/or procedures.

Ensures consistent evidence of a professional approach in communicating, listening, and performing procedures in interacting with Veterans, vendors, family, and/or staff. This includes introducing self, addressing Veterans appropriately, and explaining procedures using guidelines. Ensures documentation in the medical record is accurate and professional, including actions taken, communication that has occurred, and follow up as needed.

Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized