Advanced Medical Support Assistant- HAS Mental Health

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. English Language Proficiency: Must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

02Education

Must have a high school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Grandfathering Provision: 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

In addition to the basic requirements, applicants must possess the below requirements to qualify at the GS-06 Experience: Must have 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 (KSAs): In addition to the experience above, the candidate must demonstrate, in their resume, the following 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 of this vacancy is GS-06.

The actual grade at which an applicant may be selected for this vacancy is GS-06.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced Medical Support Assistant (A/MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. A/MSAs are considered chief sources of patient care and patient flow information.

The A/MSA is a key member of the patient care team providing crucial administrative advice and guidance. The A/MSA performs clerical work in support of the care and treatment given to patients. The incumbent may work in the Call Center, Urgent Care, or in an interdisciplinary care team within a primary care team or specialty clinic on an infrequent basis.

Duties include but are not limited to: Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

Recommends changes to existing clinic procedures based on current administrative guidelines 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 Develop and/or maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams, VA medical centers, and other agencies 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 Uses specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating toaccess to care across multiple clinics, specialties, and/or care in the community resources Identifies incomplete encounters and communicates findings to providers 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 Work Schedule: Monday- Friday, 8:00AM- 4:30PM Telework: Not available Virtual: This is not a virtual position.

Functional Statement #: 91463- VS Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized