Medical Support Assistant (Advanced)

Full Job Description

Serves as the initial point of contact at the VA Northern California Health Care System McClellan, California, Community Care Service.

Incumbent is responsible for scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

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 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. Certification. None required. 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.

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

Assignment: 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.

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).

Preferred Experience: Meets the needs of customers while supporting the medical center and service missions.

Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner.

Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

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 adjusts 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.).

Other assignments at this level include, but are not limited to: 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 (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

The Medical Support Assistant plans and accomplishes work independently using guidelines she/he has been trained to follow, referring only the unusual, difficult or complex cases to the supervisor.

The supervisor reviews and monitors job performance periodically to assure that intent and mission of the program is accomplished, and guidelines are followed.

The incumbent also receives program direction and guidance from the team's leadership, i.e., charge nurse and medical director.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-06.

The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: See VA Directive and Handbook 5019.

Reference: FORMER VA HANDBOOK REFERENCE: PART II APPENDIX G45, EFFECTIVE DATE: August 1, 2019. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo The Advanced Medical Support Assistant recommends changes to existing 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.

Advanced Medical Support Assistants 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., communicate with non-VA medical facilities).

Requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

The duties of this position include but are not limited to the following: 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 Enters appropriate information into the electronic record Manages patient systems to verify and validate accuracy and resolve issues Evaluates patient information to determine whether the patient requires an immediate appointment Informs team members about shared patients ([i.e.]., those who receive their care at multiple VA centers or those who receive care in the community) Meets the needs of customers while supporting the medical center and service missions Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner Provides the customer with consistent information according to established policies and procedures Handles conflict and problems in dealing with the customer constructively and appropriately Work Schedule: Full-time, Monday - Friday, 08:00am - 04:30pm (PST) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 07091F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized