Supervisory Medical Support Assistant - Community Care

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: 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).

02Experience

No experience required.

03Education

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).

04Grade Determinations

In addition to the basic requirements for employment listed in paragraph 3 above, the following experience criteria must also be met when determining the grade of candidates: Medical Support Assistant (Advanced) GS-6: (1) Experience. One year of experience equivalent to the [GS-5] grade level. (2) Assignment. The Advanced MSA 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 multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.

Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (c) Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate ALL of the KSAs below: i. 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. ii.

Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv.

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. v.

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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

05Preferred Experience

2 years experience in VA Community Care or 1 year supervisory experience. 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. The actual grade at which an applicant may be selected for this vacancy GS-06 Physical Requirements: The Advanced MSA position is primarily sedentary and requires prolonged sitting and typing.

The position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued sitting and lifting of at least 35 pounds on an occasional basis. Staff may rarely be exposed to Veterans who are combative, sedentary to delirium, dementia, or psychiatric disorders while in patient care areas.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoTotal Rewards of a Allied Health Professional ROLE RESPONSIBILITIES AND ACCOUNTABILITIES BUT NOT LIMITED TO THE FOLLOWING: The Supervisory MSA at this level plans and directs programs at the medical center. They have full responsibility for supervising at least one subordinate MSA team leader, or equivalent administrative patient support staff in an interdisciplinary setting.

The employee has administrative and professional responsibility for planning and directing the subordinate Lead and Advanced MSAs' activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.

Works collaboratively in an interdisciplinary coordinated care delivery system model for VA Community Care which impacts Primary Care, Behavioral Health, and Specialty Clinics and performs all related duties, customer service, and other duties as assigned for the proper and timely treatment of patients; assures appointment schedules are maintained by MSA staff for one or more non-VA outpatient clinics.

Assures that front line contact with patients and staff is professional and courteous by setting the tone concerning quality of healthcare services at the VA. Ensures that all necessary health/administrative information are integrated into the electronic health record by overseeing scanning/indexing of these documents directly or by routing the documents to the appropriate department for processing.

Screens/receives phone calls in a courteous and timely manner, determines the nature of requests, and provides the information desired using privacy rules and established departmental processes. Trains staff on the requirements of VHA Scheduling and Consult Directives and completes accurate scheduling and consult management responsibilities.

Independently manages position responsibilities with little supervision, as well as sets priorities and deadlines, adjusts the flow and sequencing of the work to meet team and patient needs, and performs other related duties as assigned. Assists staff with a variety of clerical duties in one or more outpatient settings that provide a variety of medical and behavioral health services. This position may include other administrative assignments necessary to meet the mission of the VAEKHCS.

Work Schedule: Monday-Friday 8:00AM-4:30PM Recruitment Incentive (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 VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not AvailableVirtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized