Medical Support Assistant (Advanced) - Surgical Care

01Basic Requirements

Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. No experience required. 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 Physical Requirements.

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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). Medical Support Assistant (Advanced) GS-6 This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation.

You must meet the basic requirements and the following: REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.

Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. AND Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below: 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.

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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 6.

02Physical 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.

The incumbent serves as an Advanced Medical Support Assistant in the Surgical Care service line at the Minneapolis VA Health Care System. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties of this position are, but not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e.

PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Participates-in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Daily review of active/pending consults, EWL, Recall list and Audio care communications for accuracy and disposition. Coordinates administrative services for veterans, family members, caregivers, and public, administrative and clinical staff to insure continuity of inpatient and outpatient care.

Interprets and applies to a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Directs daily work of Clinical Support Section employees in the absence of the supervisor.

Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill in other areas. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms.

Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Generates patient workload reports for validation and monitors activity in clinical areas to ensure consistent and accurate reporting.

Conducts patient/employee surveys, interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Interpret and communicate requirements of VI-IA Scheduling Directives and complete accurate scheduling responsibilities. Schedules appointments and utilize the EWL accurately in a timely manner.

The MSA may also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit. Serves as technical advisor and liaison with contacts at all levels. Incumbents must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans' entitlements and VA benefits, priorities for. care, access to care and advanced clinical access.

The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Administrative Days Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000