Medical Support Assistant (Advanced)

Full Job Description

Serves as an Advanced Medical Support Assistant and provides clerical and administrative support for multiple Clinical Departments.

Monitors the status and progress of work, and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise.

Gives on-the-job training to new employees in accordance with established procedures and practices.

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 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. Experience and Education. (1) 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, (2) Education.

One year above high school; OR, (3) Experience/Education Combination.

Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable Grandfathering Provision: 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).

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: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

(2) 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.

(3) 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.

Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates.

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

Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: (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 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 the language utilized by clinicians. Preferred Experience: Strong customer service, clerical, and administrative experience.

The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: The work is mostly sedentary.

It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects.

The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. Major Duties:

Duties include but are not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model, Patient Aligned Care Team (PACT).

Coordinates with the PACT to review clinic utilization using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes necessary adjustments.

Collaborates, communicates, sets priorities, and organizes work with the PACT in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Participates in team huddles and team meetings to manage and plan patient care: sets priorities and deadlines, adjusts the flow and sequence of work to meet team and patient needs: works with the team to reinforce the plan of care and self-help solutions.

Enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to area assigned. Completes mini registration and chart compilation.

Complete requested forms, manually or using automated systems, for individual patient orders for blood work, X-rays, radiation therapy, respiratory or ventilated care consults and other request as required.

Schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary.

Ensures staff is knowledgeable of the services provided and are prepared to furnish information such as, telephone numbers, locations of offices and personnel and clinic hours of operation.

Receives patients via telephone calls and visitors to clinics, as the initial point of contact, ascertaining the nature of the call or visit, obtaining identifying information, and determining the nature and urgency of the patient's request.

Applies clinic guidelines concerning release of patient information. Refers patient to appropriate staff member as required.

Work Schedule: Intermittent Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized