Duties

Summary

The Advanced Medical Support Assistant (MSA) is organizationally aligned within the Mental Health Clinical Center (MHCC) at the VA Maryland Health Care System (VAMHCS). This position is virtual, and thus is a complex position that requires the MSA to have a comprehensive and working knowledge of VA regulations, policies, and procedures of varied administrative functions.

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Responsibilities

The Advanced Medical Support Assistant (MSA) works collaboratively in an interdisciplinary team, having primary responsibility and accountability for the performance of administrative duties associated with patient enrollment and registration, admissions, outpatient scheduling, capture of insurance information, and other administrative duties as assigned by management.

The Advanced MSA is able to independently manage position responsibilities with minimal supervision, as well as set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.

The Advanced MSA functions as an expert authority for all tasks associated with patient enrollment and registration, admissions, outpatient scheduling, beneficiary travel, and identification and capture of insurance information.

The Advanced MSA will act as an assistant to the Coordinator at the VAMHCS.

The Advanced MSA has primary responsibility and accountability for all scheduling functions. This includes making, changing, and canceling patient appointments in accordance with clinic profiles and special instructions, as well as all applicable VHA regulations governing the scheduling process.

The Advanced MSA is responsible for receiving and assuring that the patients are electronically checked in for their appointments. The Advanced MSA is responsible for confirming with the patient that demographic information is still accurate upon presentation at check-in and/or during pre-registration processes.

The Advanced MSA receives telephone calls from patients, families and friends of patients regarding scheduling appointments or requests for changes in scheduled appointments. The Advanced MSA is skilled in questioning callers to obtain sufficient information necessary to identify the patient and provide appropriate follow-up. The Advanced MSA assures that the Veteran's demographic information is correct and updated in Vista. If the call is for something other than scheduling, the Advanced MSA then makes the determination based on their primary need or areas of interest and then provides assistance or makes referrals to other responsible VA personnel when the matter is outside employee's scope of assignment.

The MSA will also prepare a wide variety of material such as forms for clinic cancellations, clinic setup, change forms, faxes, memorandums, and reports. MSA also prepares documents and correspondence for special reports and research appropriate policies/directives to assist in resolving issues.

MSA assists in ordering supplies, ensuring that required equipment is in working order, and handling the screening and sorting of correspondence and faxes as requested.

The Advanced MSA meets the needs of customers while supporting the VHA and Medical Center missions. The MSA consistently communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner.

Work Schedule: Monday-Friday 8am-4:30pm
Financial Disclosure Report: Not required

Travel Required

Occasional travel - You may be expected to travel for this position. Travel to other VAMHCS for trainings as necessary.

Supervisory status
No

Promotion Potential
6

Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

Qualifications

1. Basic Requirements:
a. 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.).
b. Experience and Education:
(1) 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
(2) Education: One year above high school; or
(3) Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
c. Certification. None required.
d. Physical Requirements: See VA Directive and Handbook 5019.
e. English Language Proficiency: Adv MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.

2. Grade Determinations:
a. Creditable Experience:
(1) 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.
(2) 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.
(3) 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.
b. Grade Determinations : 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.
(a) 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.
(b) 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.
(c) Demonstrated Knowledge, Skills, and Abilities : Candidates must demonstrate all of the KSAs below:
1. 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.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. 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.
4. 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.
5. 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.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

If you are unable to apply online view the following link for information regarding an Alternate Application .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Background checks and security clearance

Security clearance
Other

Drug test required
Yes

Position sensitivity and risk
Non-sensitive (NS)/Low Risk

Trust determination process
Suitability/Fitness

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

1. Resume-Required
2. SF-50-Required
3. Performance Appraisal, if applying for promotion
4. VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search. Required

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• License
• OF-306
• VA Form 10-2850c
• Other (2)
• Other (3)
• PCS Orders
• Performance Appraisal
• Professional Certification
• Proof of Enrollment
• Proof of Marriage Status
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.