Medical Support Assistant (Advanced)

01Basic 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. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None.

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).

02Grade Determinations

Medical Support Assistant (Advanced), GS-06. (1) Experience. One year of creditable experience equivalent to the next lower grade.

Examples of creditable experience include but are not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments.

Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND, (2) Knowledge, Skills, and Abilities (KSAs).

In addition to the experience above, the candidate must demonstrate the following KSAs: (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-06.

03Physical Requirements

Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

Total Rewards of a Allied Health Professional The duties of the position include, but are not limited to: The AMSA is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines.

Assignments at this level, include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consults; entering no-show information; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers twice daily in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and nonemergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

Accepts and supports the guiding principles of this healthcare system. Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the Veteran. Actively supports the team concept and functions as a team player. Contributes to team initiatives and continuously strives to improve the effectiveness of the primary care teams and/or specialty clinics.

Responsible for initiating and carrying out a variety of administrative duties in support of patient care in one or more of the outpatient Specialty Clinics, Primary Care Clinics or the inpatient wards. Expected to provide administrative coordination of patient care and to advise the professional staff on administrative and logistical factors associated with direct patient care. Acts in the capacity of liaison between patients, team members as well as specialty and ancillary services.

Provides information and technical support on the availability of services, points of contact and necessary authorizations and approvals. Serves as the communication coordinator for the team. Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determine the appropriate action.

Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers the individual to the appropriate person or service. Relays messages to team members when appropriate. Incumbent has thorough knowledge of various VA directives and hospital policies pertinent to patient care. Analyzes situations to determine what decisions can be made or if advice of a higher authority is needed, especially for problems that may involve public relations.

Keeps team members informed and up to date concerning appropriate established regulations. Regulations concern eligibility for care, availability of and requesting special tests and procedures. Must analyze, interpret and implement regulations accurately to reflect current operating procedures and is familiar with procedures concerning changes in regulations or policies. Work Schedule: Multiple shifts. Subject to change based on the needs of the facility.

Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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). Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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 VAInsurance: 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. Functional Statement #: 586-00556-F. Permanent Change of Station (PCS): Not Authorized.