Medical Support Assistant (Advanced)

Full Job Description

This is the Advanced level of the position.

The incumbent serves as an Advanced Medical Support Assistant (AMSA) assigned to Patient Care Service performs a variety of administrative and clerical duties associated with the efficient management of patient areas within Patient Care Service.

The AMSA is a generalist who may be assigned to an inpatient unit, Emergency Department, Community Living Center, or Acute Inpatient Mental Health Unit within Patient Care Services.

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.

Grandfathering Provision All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education: To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs. Grade Determinations: GS-06 Experience: One year of experience equivalent to the GS-5 grade level.

You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.

Advises clinical staff on current administrative processes.

Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Scheduling, canceling, re-scheduling patient appointments and/or consults. 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.).

Additionally, candidates must demonstrate all of the following Knowledge, Skills, and Abilities: Please make sure that each is addressed in your application package. 1.

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.

2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3.

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. 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.

5.

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.

6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679.

Physical Requirements: Work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching and lifting moderately heavy items such as manuals and record boxes.

Work environment is in an adequately lighted, heated, and ventilated medical facility setting. The work environment involves everyday discomforts or risks that require normal safety precautions.

Major Duties:

The AMSA 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 within each section of Pathology and Laboratory Medicine Service.

Some of the major duties of this position include, and are not limited to: Provides front-line assistance to customers with questions or concerns.

Performs as a receptionist by greeting patients scheduled for procedures and contacts the appropriate technical personnel required to perform the procedure in a timely manner.

Receives telephone calls for the Pathology and Laboratory Medicine Service, directs calls to the appropriate staff member and takes messages.

Facilitates any necessary follow-up so as to ensure satisfactory resolution.

Initiates and follows through on work efforts, resolution of operating or technical problems related to the test results of patients and the maintenance of patient records.

Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats.

Extracts medical information and reviews records for completeness, accuracy, and consistency within facility requirements. Enters specific laboratory results in the electronic health records.

Utilizes such programs and databases to coordinate with Anatomic Pathology Department to schedule appointments in a clinical setting. Enters CPT coding from pathology reports to support MCCR billing.

Brings to the attention of the pathologist involved all discrepancies in CPT codes discovered during the transcription and/or coding process.

Applies knowledge of current records retention practices as well as an understanding of laboratory tests and respective laboratory departments responsible for various types of testing.

This includes a thorough understanding of VA regulations as they pertain to Pathology and Laboratory Medicine Service, to include patient confidentiality and customer service.

Work Schedule: Monday through Friday 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 94242-A Relocation/Recruitment Incentives: Not Authorized.

Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not Required