Advanced Medical Support Assistant

Full Job Description

This position is located at the Clement J.

Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Emergency Department (ED).The incumbent serves as an Advanced Medical Support Assistant( MSA) in the Emergency Department (ED) at he Milwaukee VA Medical Center.

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: Experience: Six (6) 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 (1) 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.

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 Determination: Medical Support Assistant ( Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level.

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..

AND Demonstrated Knowledge, Skills, and Abilities.

In addition to the above basic requirements and experience, candidates must also 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.

Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019.

please visit https://www.va.gov/ohrm/QualificationStandards/ The full performance level of this vacancy is (GS6).

Physical Requirements: he majority of work is performed in an office setting, primarily while seated.

The position requires some standing, ambulation, bending and carrying of items such as training manuals.

In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. See VA Directive and Handbook 5019. Major Duties:

The incumbent will be responsible for checking-in/checking -out patients through the Emergency Department.

This requires interpreting and verifying provider orders in accordance with VHA national guidelines.

Major Responsibilities: 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.

WORK SCHEDULE: FULL TIME 3:30pm-12:00 midnight; Rotating weekends and holidays Compressed/Flexible: Not Authorized Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 00918F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized