Medical Support Assistant (Adv

Full Job Description

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 CBOC resources.

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. 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..

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i.

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.

ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii.

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]. iv.

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.

v.

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.

vi. 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 6. Physical Requirements.

See VA Directive and Handbook 5019. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings.

Primary responsibilities include the coordination and scheduling of Veteran medical appointments, greeting patients, and managing phone and mail communications.

The incumbent collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services.

The Advanced Medical Support assistant may be required to serve on more than one or more disciplinary teams or in more than one specialty service line, or rotate into any scheduling area as needed.

The incumbent's duties entail active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran.

Scheduling activities must comply with established national, VISN, and local guidance, particularly VHA Directive 1230 (Outpatient Scheduling Management), and VHA Directive 1232 (Consult Management), and must stay current with any updates or changes to VHA scheduling policies and procures.

As the initial point-of-contact within clinics and on the phones, the incumbent sets the tone regarding the quality of healthcare services provided at the VA.

Exceptional customer service and de-escalation skills are essential for effectively serving Veterans and coordinating their healthcare.

A high degree of care and compassion is vital to maintaining a high-quality service experience for the Veterans while adhering to the VA's ICARE values: Integrity, Commitment, Advocacy, Respect, Excellence.

The incumbent must have a thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services to effectively interact with Veterans and coordinate with other medical services throughout the health care system.

They must screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and clinic for processes.

The incumbent is expected to deescalate situations involving upset, confused, or angry Veterans or caregivers utilizing appropriate communication techniques while remaining professional and courteous.

This role involves preparing various written correspondences for Veterans, including appointment notifications, normal lab result notices, and pre-appointment instructions.

Ensuring such correspondence is error-free and accurate is essential. Keeping third party insurance information current is a crucial component of VA's revenue process.

The incumbent is responsible for reviewing Veterans' eligibility for health services and updating third-party insurance information within the Insurance Capture Benefit (ICB) system.

This includes explaining the VA's mandate to collect this information from Veterans.

The incumbent handles sensitive data regularly and must protect this information under the Privacy Act of 1974 and other relevant laws and regulations.

They are responsible for preventing unauthorized data release, loss, alteration, or deletion, and must follow applicable instructions and regulations regarding access to computerized files as stipulated in the computer access agreement.

Work Schedule: Monday-Friday; 8am-4:30pm Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized