Advance Medical Support Assistant

Full Job Description

This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Acute Outpatient Nursing Division, Administrative Support Program.

The incumbent is assigned as an Advanced Medical Support Assistant (MSA) for the APC/GU clinical area.

The team provides services and communication addressing healthcare needs of the Veteran population.

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.

English: Must be proficient in basic written and spoken English. Education/Experience: Experience. No experience required.

Education: Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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).

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION.

GS-6 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.

To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities.

Experience at this level includes, but is not limited to: Advising clinical staff on current administrative processes.

Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Entering no-show information; monitoring 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.).

AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: KSA-1.

Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2.

Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3.

Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing.

This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-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.

KSA-5.

Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.

KSA-6. 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 GS-6.

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting.

There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items.

Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Major Duties:

The Advanced MSA is responsible for monitoring provider orders, verifying patient appointments, making patient appointments, and checking in patients for appointments Duties of the AMSA include but are not limited to: Supports customer service and customer recovery related to screening and other assigned tasks.

Greets patients and visitors in a pleasant and courteous manner. Provides transportation of Veterans to clinic appointments including general wayfinding.

Answers calls politely and courteously, providing what is being requested in a timely manner.

Appropriately verifies and updates demographics and insurance information when patients check in for appointments, including information in the Insurance Capture Buffer (ICB) system.

Provides information and directions to patients and visitors including assisting with physical transportation of Veterans within the hospital and clinics.

Accurately schedules, cancel, and reschedules patients' appointments per VHA scheduling requirements. Consistently monitors appointment requests from multiple sources.

Verify and update demographics and insurance information. Initiating and carrying out a variety of administrative and technical duties in support of the Office of clinic.

Provides administrative and logistical support such as the coordination of care between Milwaukee VAMC. Perform general clerical duties such as typing, filing, and data entry.

Ensure the transfer of medical records from and to Milwaukee VAMC and other facilities. Order office supplies and necessary forms.

Responsible for scheduling, canceling, re-scheduling patient's appointments and/or consults. Serve as a key contact for Veterans, Veterans' families, and community providers for specialty services.

Provide information and assistance and act upon administrative matters in the Veterans' and Asheville VAMC's interest.

Handle administrative work associated with the authorization, obligation of funds, and processing consults for non-VA care at the expense of the VA.

Perform a variety of duties in support of data entry and collection for the unit. Work Schedule: Monday - Friday 7:30am -4:00pm Telework: Not Available. Virtual: This is not a virtual position.

Functional Statement #: 00567F Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.