Advanced Medical Support Assistant

Employer
USAJobs
Location
Washington, D.C
Posted
Oct 03, 2022
Closes
Oct 08, 2022
Hours
Full Time
Duties

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an inter-professional 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.
  • Works collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
  • The AMSA is responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
  • 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 inter-professional coordinated care delivery model. AMSAs at this level develop and/or maintain effective and efficient communication with the patient, inter-professional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.
Other assignments at this level include, but are not limited to:
  • Scheduling, canceling, re-scheduling patient appointments and/or consults;
  • Entering no-show information; monitoring appointment requests from multiple electronic sources;
  • Gathering and obtaining medical information from patients;
  • Processing medication refill requests;
  • Reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility;
  • Verifying and updating demographics when contacted by patients.
  • 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 inter-professional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community.
  • Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
  • Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
  • Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
  • Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
  • Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
  • Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
  • Provides high-quality customer service to Veterans and their families/caregivers
  • Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught. Resolves Veteran complaints as appropriate.
  • Performs duties as assigned to ensure efficient and effective operations.
  • Other related duties may be assigned.
Work Schedule: 7:30a - 4:00p, 8:00a - 4:30p, variations to be negotiated
Telework: Available
Functional Statement #: 000000
Financial Disclosure Report: Not required

Requirements

Conditions of Employment


  • You must be a U.S. Citizen to apply for this job.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must be proficient in written and spoken English.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel.


Qualifications

Basic Requirements:
  • Citizenship : Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3g.).
  • Experience and Education:
    • Experience : Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
    • Education: One year above high school; OR
  • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Certification. None required.
  • English Language Proficiency : Advanced MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.
Grade Determinations:
  • Creditable Experience:
    • Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
    • Quality of Experience: Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
    • Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
In addition to the basic requirements for employment listed in paragraph 1 above, the following education and experience criteria must be met when determining the grade of candidate.
  • Experience for GS-6 Advanced MSA: One year of experience equivalent to the next lower grade level (GS-5) which demonstrates the Knowledge, Skills, abilities, and other characteristics related to the duties of the position to be filled.
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 (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc. 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.

Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:
  • 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.
  • 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.6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: VA Handbook 5005/117, part II, Appendix G45, dated 8/1/2019.

Physical Requirements: Light lifting (under 15 lbs.); light carrying (under 15 lbs.); reaching above shoulder; use of fingers; walking (intermittent); standing (intermittent); hearing (aid permitted); clear speech. The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending and carrying of light items like papers or books. No special physical demands are required to perform the work.

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-6.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/ . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

Additional information

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

As required by Executive Order 14043 , Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement using the reasonable accommodation process.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .