Advanced Medical Support Assistant

Full Job Description

This position serves as an Advanced Medical Support Assistant for the Tennessee Valley Healthcare System in Nashville, TN ensuring assistance to Veterans by providing a smooth process for management of outpatient appointments as well as providing administrative support to the assigned clinical section.

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.

Education or Training: 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 One year above high school; OR 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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

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 above, applicants must meet the following experience: Experience.

One year of experience equivalent to the next lower grade level GS-5 Medical Support Assistant grade level.

Duties at this level include, but are not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; answering phones; greeting patients; relaying messages to appropriate staff inside or outside of the unit; scheduling appointments; including interpreting and verifying provider orders to schedule within scheduling guidelines.

AND Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate the KSAs below: AND Candidates must also demonstrate the Knowledge, Skills, and Abilities (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.

Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Note: You must provide detailed information of your experience performed.

Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications.

Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. Note: 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 06.

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

Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time.

Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items.

Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity. Major Duties:

Total Rewards of a Allied Health Professional The incumbent serves as an Advanced Medical Support Assistant (AMSA) who is assigned to a Patient Aligned Care Team (PACT) or specialty clinic.

The AMSA is responsible for working with teams that generally consists of a provider (MD, NP, PA), registered nurse care manager, clinical associate (LPN or medical assistant/health technician) and AMSA.

The Advanced MSA is responsible for assistance to Veterans providing a smooth process for the management of his/her appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model Ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, working in collaboration with the appropriate clinic.

Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.

Works with the Lead/Supervisor MSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures.

Assists the Centralized Scheduling Unit (CSU) with any urgent scheduling questions and provide necessary feedback for the veteran's care.

May be required to cover the front desk or another care team at a given time for coverage. Responsible for preparing paperwork requested by the Veteran and/or medical provider.

Coordinates information exchange/obtains medical records for co-managed patients.

Work Schedule: Monday - Friday, 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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: Ad-hoc Virtual: This is not a virtual position.

Functional Statement #:71341-F Permanent Change of Station (PCS): Not Authorized