Medical Support Assistant- Advanced

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. Experience. None. 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. 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: (1) 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. (2) 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.

NOTE: This provision is not intended to regularize appointments/placements. 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. Physical 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).

02Grade Determinations

Medical Support Assistant (Advanced) GS-6: In addition to the basic requirements, you must meet the grade requirement: Experience. One year of creditable experience equivalent to the next lower grade.

Demonstrated Knowledge, Skills, and Abilities: 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 careportals) 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.

03Preferred Experience

None 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-6.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The Advanced Medical Support Assistant 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 the Community Care interdisciplinary team model.

Some of the major duties of this position include, and are not limited to: Collaborates with the interdisciplinary care team to monitor clinic utilization, access, workload, and consult processing. Maintain suspense files, identify backlogs or procedural issues, provide required weekly/monthly/quarterly reports, and ensure consults are processed according to Community Care procedures, including accurate authorizations, Fund Control Points, obligation numbers, and cost estimates.

Participates in team huddles and meetings; establish priorities and deadlines; adjust workflow to meet patient and team needs; monitor pre-appointment requirements; enter information into the electronic health record; complete administrative follow-up; support care coordination; and communicate relevant information about Veterans receiving care through multiple VA facilities or community providers.

Communicates effectively, organize and prioritize assignments, meet deadlines, and ensure compliance with applicable policies, procedures, and regulations. Screens non-VA consults for eligibility, requested specialty, duplication, and appropriateness. Obtain required authorizations, notify Veterans and vendors, track consults at least weekly, investigate outstanding consults, and assist MSAs with complex consult issues. Provide on-the-job training and guidance to new and current staff.

Determines Veteran eligibility for Non-VA Purchased Care and review and update procedure manuals at least semiannually to ensure staff have current guidance. Communicates effectively with Veterans, providers, community facilities, and VA staff. Explain consults to Veterans, coordinate appointments with appropriate VA or community providers, obtain required authorizations, maintain records, and use tracking systems, databases, and other electronic tools to accurately enter and update information.

Educates providers and team members regarding patient care through appropriate communication methods. Scans and routes medical documentation to the electronic health record and maintain databases used to track Community Care consults and services. Advocates and educates for Veterans, families, providers, and facility staff regarding approved and authorized community, interfacility, and intrafacility care. Incorporates required training and education into facility operations.

Implements new guidance, tools, technologies, and standard operating procedures into staff workflows and work plans. Manages assignments of varying complexity to meet patient needs, reduce delays and unnecessary transfers, and resolve barriers to care. Ensures received records are routed for scanning into the electronic health record. Screens telephone calls, determine the nature of requests, and provide accurate information in accordance with privacy requirements and established procedures.

Conducts quality-control reviews to ensure patient documents are linked to the correct consult and that consults are accurately completed and closed. Performs assigned duties independently with minimal supervision. Set priorities and deadlines and adjust workflow to meet patient and team needs. Provides courteous, respectful, timely, and professional service to all customers. Participate in customer-service training and refer complex or unresolved concerns to the Lead MSA or MSA Supervisor.

Assists Veterans, beneficiaries, representatives, providers, and administrative personnel with VA treatment authorization requirements and care received at other VA or community facilities. Maintain effective communication with patients, interdisciplinary teams, VA facilities, community providers, and other agencies; coordinate transitions of care; track follow-up services such as consults and tests; and support patient care planning through team huddles and meetings.

Work Schedule: This will be discussed during the interview, multiple work schedules available. Work schedule will be determined upon selection. NOTE: May be expected to work evenings, rotating weekends, and/or holidays. Telework: Not Available. Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized. Relocation/Recruitment Incentives: Not Authorized.