Summary

The Medical Support Assistant (Advanced) performs work relating to the care & treatment given to patients on inpatient units - outpatient clinics - and scheduling call centers.

Qualifications

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.

Basic 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 No experience required 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 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) Grade Determinations: In addition to the basic requirements for employment listed in paragraph 3 above - the following education and experience criteria must be met when determining the grade of candidates: GS-06: Experience One year of experience equivalent to the GS-5 grade level GS-5 Assignment This is the full performance level for MSAs At this level - the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting Advises clinical staff on current administrative processes The MSA is responsible for answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit scheduling appointments - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines Assignments at this level include - but are not limited to: scheduling - canceling - re-scheduling patient appointments and/or consults entering no-show information monitoring 7 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 (i.e. - TRICARE - sharing agreements - collaterals - research patient - VA employee - etc.) 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 Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/ The full performance level of this vacancy is 6 Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation - see Duties section for essential job duties of the position May require standing - lifting - carrying - sitting - stooping - bending - puling - and pushing May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions the area is adequately lighted - heated - and ventilated However - the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

Duties

Total Rewards of a Allied Health Professional The Advanced Medical Support Assistant (AMSA) will schedule - cancel - and re-schedule patients' appointments and/or consults enter no show information monitor the electronic wait list prepare for clinic visits - monitor both inpatient and outpatient appointments for areas of responsibility ensure that encounter forms are completes to obtain appropriate workload credit verify and update demographics and insurance information This series includes work that requires a practical knowledge of computerized data entry - information processing systems and software related to patient care - the healthcare system's organization and services - basic rules and regulations governing visitors and patient treatment - knowledge of standard procedures - utilizing medical records - and medical terminology The primary duties of the Medical Support Assistant (Advanced) may include but are not limited to: Serves as a Medical Support Assistant/Advanced Medical Support Assistant and provides clerical and administrative support for multiple Clinical Departments Monitors the status and progress of work - and makes day-to-day adjustments in accordance with established priorities - obtaining assistance from the supervisor on problems that may arise Provide on-the-job training to new employees in accordance with established procedures and practices Provide information via telephone and in person to the general public - members of the professional staff - civilian - and military personnel in response to inquiries regarding appointments Collaborates - communicates - set priorities - and organize work with the clinics to meet deadlines - ensuring compliance with established processes - policies - and regulations Work Schedule: Work schedules may vary based on the location requested Tour of duty is subject to change based on the needs of the facility 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 Available Virtual: This is not a virtual position Functional Statement #: Varies by location Permanent Change of Station (PCS): Not Authorized

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