Medical Support Assistant (Advanced)

Full Job Description

This is an open continuous announcement which will be used to fill any Medical Support Assistant (Advanced) position that may become vacant within the Wilkes Barre VA Healthcare System for which we are hiring and can be used for up to 90 days after the announcement closes.

Applicants will be referred as positions become available. This is an open continuous announcement, the First cut point will be 2/27/2025 with additional cut points every 2 weeks as needed.

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 and Education.

Experience.

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, Education.

One 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. 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, you must meet the specialized experience for the grade. Experience. One year of experience equivalent to the GS-5 grade level.

Experience includes, but is not limited to: 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; 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 Demonstrated Knowledge, Skills, and Abilities.

Candidates must 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.

Preferred Experience: Scheduling Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g.files, records etc.).

Resume Reminder: Your resume must include the following for each job listed:1) Job title and grade level/salary.

In order to show that you meet the experience requirements, you must document grades you have held and how long you have held them;2) Duties (you must include enough detailed information to support your specialized experience);3) Month, day and year start/end dates (e.g.

04/02/2019 to 04/13/2020);4) Hours worked per week for all jobs listed.5) Full Name and address of Employer6) Name of Supervisor or Contact name7) Complete phone number of Supervisor/Contact.

Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo The Advanced Medical Support Assistant 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 the Community Care interdisciplinary team model.

Some of the major duties of this position include, and are not limited to: Answering phones, communicating and relaying messages and information to Veterans, to appropriate staff inside or outside of the VA.

Ensuring accurate and timely scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to include changes in policies and procedures.

Processes patient and vendor issues through Customer Relationship Manager (CRM) and coordinates with appropriate entities.

Monitoring appointment requests from multiple electronic sources; tracking patients' appointment status in the community and maintaining spreadsheets to validate data tracking, making follow-up (post-care) calls on a daily basis, completing electronic forms for authorization of community medical care by the VA.

Researching and maintaining an updated data base of community medical services to assist Veterans with locating medical care in the community.

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.).

Recommends process improvements to existing Care in the Community procedures based on current administrative guidelines.

Coordinates with the patient care team schedule and closely monitors to effectively support the needs of Veterans, and makes adjustments as necessary.

Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.

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.

Enters appropriate information into the electronic record; monitors consults, pre-appointment information and/or requirements to assure appointment readiness for patient visit/procedure; ensuring transfer of medical records from and to the VAMC and other facilities, ensuring health care delivery.

Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and determines whether the patient requires an immediate appointment; informs team members about shared patients.

Work Schedule: This will be discussed during the interview, multiple work schedules available. Work schedule will be determined upon selection.

NOTE: May be expected to work evenings, rotating weekends, and/or holidays. Telework: Not Available. Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized.

PCS Appraised Value Offer (AVO): Not Authorized.