Advanced Medical Support Assistant

Full Job Description

This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin.

This position is established to provide assistant level supports to the Home-Based Primary Care (HBPC) program within the Geriatrics and Extended Community Care (GEC) Division.

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 OR, 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:

Major Duties: The Advanced Medical Support Assistant position provides assistant level supports to the Home-Based Primary Care (HBPC) program within the Geriatrics and Extended Community Care (GEC) Division.

The incumbent's primary duties are to relieve professional staff of as much clerical and administrative details as possible to enable them to devote a major part of their time to clinical and patient focused activities and to organize the administrative details such that the programs function efficiently.

Tracks and monitors admissions and discharges, workload data, performance measures reports, usage of GSA vehicles for mileage and servicing.

Plans, coordinates, and supervises office support functions such as data management, procurement of administrative supplies and equipment, printing, reproduction, records management, mail service and equipment maintenance.

Maintain effective communication with patient, interdisciplinary team, and outside providers when necessary.

Process secure messages with patients and teams Telephone triage of incoming HBPC phone calls. Daily review of active/pending consults for HBPC.

Assist clinical staff in setting up Video Visit Connect (VVC) visits. Processes and tracks patient admissions and discharges and prepares the weekly Interdisciplinary Care Team (ICT) agenda.

Provides follow-up and problem solving for administrative issues.

Generates patient workload reports that have to do with schedules for validation and monitors activity to assure consistent and accurate reporting.

Conducts patient/employee interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, provides follow-up and suggests resolutions to supervisor.

Maintains the Equipment Inventory List (EIL) for the programs and conducts the annual physical inventory of the equipment.

Monitors office and medical supplies and is responsible for ordering and tracking expiration dates.

Schedules meetings, notifies appropriate attendees, reserves space and ensures necessary audiovisual equipment and information/documents are available.

Work Schedule: Monday - Friday 7:30am - 4:00pm Compressed/Flexible: Not available. Telework: Not available. Virtual: This is not a virtual position.

Functional Statement #:07157F Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized. PCS Appraised Value Offer (AVO): Not authorized.