Medical Support Assistant (Advanced)

Full Job Description

The Medical Support Assistant (MSA) is organizationally aligned within the Care in the Community (CITC) Section of the Health Care and Business Operations (HCBO) at the VA Maryland Health Care System (VAMHCS).

The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents. Basic Requirements: Citizenship. Citizen of the United States.

(Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. 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.

(Additional Information under Education section) Foreign Education. see Education Section. Physical Requirements. See VA Directive and Handbook. 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 REQUIREMENTS. Creditable Experience.

Knowledge of MSA Practices.

To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.

Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience.

Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level.

Part-Time Experience.

Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek.

For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

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

Examples of specialized experience include but are not limited to: Advises clinical staff on current administrative processes, 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 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, verifying and updating demographics and insurance information.

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.

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).

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.

Preferred Experience: Knowledge of office equipment, Outlook email, Outlook teams 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-6. The actual grade at which an applicant may be selected for this vacancy is GS-6 Major Duties:

DUITES: The Advanced MSA (AMSA) is able to independently manage position responsibilities with minimal supervision, as well as set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.

The AMSA functions as an expert authority for all tasks associated with Community Care.

As an expert, the MSA provides technical support to professional staff and other medical center employees, advising staff on appropriate administrative procedures to follow.

The AMSA works collaboratively with staff at the Medical Center, contract Vendors, Medical Center affiliates and community health care providers to coordinate veteran Non VA Care activities.

Incumbent must assist with coordination of records between medical center and NVCC providers, and return of outside records to the CPRS/VISTA imaging system to process results to VA provider.

Incumbent maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, contract providers and community providers.

The AMSA supports patient safety standards using the correct Veteran Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number.

The AMSA explains the VA's mandate to collect insurance information to veterans, their families and other eligible patients.

He/she collects, scans and updates health insurance information serving a major role in the revenue process.

The AMSA contributes to the revenue collection process by identifying patients with third party insurance.

As front-line contact with patients and staff, the AMSA sets the tone for perception concerning quality of healthcare services at the VA.

A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.

The AMSA must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows: A.

Schedule appointments with Non-VA Care providers and monitor the Electronic Waiting List accurately in a timely manner as well as the Veteran's Choice List.

All appointments will be made with the patients' input, either in person or by phone. This may require a high level of coordination. B.

Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. C.

Daily review of active/pending consults, Electronic Wait List (EWL), Veteran Choice List (VCL) and previous appointments for disposition.

The Advanced MSA for the Care in the Community (CITC) team fully participates in team meetings where patient care planning and management occur in addition to VANTS and Live meetings with contract vendors for coordination of Contracted Non-VA Care.

The Care In The Community (CITC) Team also manages the flow of information between VA, Contract vendor and Non-VA providers under the Veteran Access Choice and Accountability Act of 2014 (VACAA) in addition to the following: Retrieves the Veteran Choice Program list and scrubs for eligibility requirements.

Uploads identified clinical documentation to the Third Party Administrator (TPA) communication portal to initiate outside care.

Mails out the Veterans Choice Program qualification letters and appointment reminder notifications to Veterans.

Communicates daily with the Third Party Administrator in regards to the Veteran's scheduling, eligibility and follow-up.

Retrieves clinical documentation in regard to the Veteran's episode of care form and scans it as a part of the Veterans permanent record in CPRS.

Works in a collaborated effort with the RN's and administrators to facilitate a seamless process.

Incumbent will utilize an extremely complex blend of proprietary software, medical information, communication skills and problem solving in a rapidly changing environment.

Position requires assisting with access contingency plans by adjusting appointment times, location or dates as wells as shift patients to other healthcare facilities.

A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

The AMSA will also perform the scanning duties and may be asked to train other MSA levels on the process.

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

Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Adhoc Virtual: This is not a virtual position. Functional Statement #: 25580-F