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. Must possess one of the following: High School diploma or transcript (including homeschooling) General Education Development (GED) certificate Proficiency certificate issued by a State or Territorial Board or Department of Education Post-high school education 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

Specialized 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.). Knowledge, Skills and Abilities.

In addition to meeting the experience requirement, candidates must demonstrate all of the following Knowledge, Skills, and Abilities (KSAs): 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 for this occupation is GS-5. This position is above the Full Performance Level.

03Physical Requirements

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties include: This position is above the full performance level Work collaboratively in an interdisciplinary coordinated care delivery model. Perform receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients. Maintain appointment schedules for outpatient clinics.

Assist with clinical 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 and determine nature of requests. Independently manage position responsibilities with minimal supervision. Participate in routine team huddles and meetings. Notify supervisor when clinic access is less than desirable or if patient cannot be scheduled within mandated clinical timeframes.

Coordinate administrative services for veterans, family members, caregivers and general public. Ensure all necessary health/administrative information is integrated into patient record system. Direct daily work of Clinical Support Section employees in the absence of a supervisor. Assist with Program Support Assistant (Care Facilitator) duties as needed. Generate patient workload reports for validation and monitor activity to assure consistent and accurate reporting.

Conduct patient/employee surveys and interviews, observe workflow, guide patients through hospital system, input referrals, document complaints and provide follow-up and suggest resolutions. Intervene to resolve difficult problems and diffuse potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Work in a busy environment requiring routine multi-tasking. Lead and organize staff in various work areas to produce results and ensure compliance.

Work Schedule: Mon-Fri 8:30am to 5:00pm Telework: Not Eligible Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized