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.

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.

02Education

High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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).

03Grade Determinations

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

This experience includes: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; 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.

Coordinates 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.

In addition, candidates must demonstrate all of the KSAs 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 GS-06.

04Physical Requirements

The work is mostly sedentary, although some slight physical effort will be required using computers/phones; there may be some light lifting/carrying of files/documents; and walking throughout the service/facility for meetings, etc.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major duties include: Coordinate labs and clinic schedules at Palo Alto, Livermore, and Monterey with the surgeons, nursing staff, technicians, clerks and schedulers. Work with various providers to ensure that the necessary studies are completed before clinic appointment. Serve as the first line of communication to the patients, family members, clinical and support staff on many varied issues.

Manage complaints that are received when possible or refer to the appropriate individual. Manage inventory tracking forms for all equipment and staff assignments. Maintain a safe and clean work environment. Promote and adhere to the principles and processes of system redesign by making suggestions based on knowledge of clinic operations. Notify the other team members of clinic management problems that the incumbent is unable to resolve.

Generate and review clinician daily schedules and patient encounter forms, and requests information required for clinic visits. Regularly run Patient Care Encounter reports to track the clinic's compliance with rules and regulations. Assist with research data entries and customer/patient support services. Participate in quality monitoring and quality improvement activities. Provide input on ways to solve and improve operational issues and procedures that may be occurring at the various clinic and lab locations.

All other duties as assigned. Work Schedule: 8:00 am -4:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 12058-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized