Medical Support Assistant (Advanced)

Full Job Description

The Advanced Medical Support Assistant will work collaboratively in an interdisciplinary coordinated care delivery model.

They work with the patient care team to review the clinic utilization by using various reports ensuring the clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments.

They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Must meet all qualifications at time of application.

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 3j.

Experience and Education required for all positions in this job series: 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 Combination of Experience/Education - Equivalent combination of experience and education.

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 Determination: Advanced Medical Support Assistant, GS-06.

In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

Experience. One year of experience equivalent to the GS-5 grade level.

Assignments at this level include, but are not limited to: 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.).

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

Physical Requirements: The work is sedentary. Some work may require periods of standing, bending or kneeling while filing, frequently carrying light items such as employee files or pamphlets.

The work does not require any special physical effort. Major Duties:

Total Rewards of a Allied Health Professional This position is in The Orlando VA Health Care System, Radiology/Imaging Department, at Lake Nona.

The Advance Medical Support Assistant is expected to present to work in a professional manner in accordance with acceptable workplace behavior and established tours of duty.

This position requires flexibility in schedule and assignments.

The Advanced Medical Support Assistant must be poised and articulate in communicating with people of varied educational levels and backgrounds.

Makes caring for the Veteran their priority and conducts themselves in a professional, courteous, and friendly manner at all times.

Duties include, but are not limited to; Provides patient care through scheduling/coordinating appointments using advanced clinic access principles, collecting and updating patient demographic and insurance information, managing the Radiology Pending/Hold log while processing patient appointments and providing customer service.

Acts as a receptionist at the front registration desk. Includes face-to-face interactions as well as by phone.

Coordinates administrative services for veterans, family members, caregivers, and general public, to ensure continuity of outpatient care.

Utilizes data to monitor activity in clinical imaging areas to assure consistent and accurate reporting.

Interprets and communicates requirements of VHA Scheduling Directives and completes accurate scheduling responsibilities.

Develops and maintains effective and efficient communication with the patient interdisciplinary team, VA Medical Centers, and other agencies.

Reviews physician orders and acting on such orders that are within the scope of function of an AMSA. Updates and verifies demographic information.

Assures all visitors and telephone calls are answered and referred in a prompt and courteous manner. Performs scheduling, canceling, re-scheduling of patient appointments and consults.

Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.

Analyze situations to determine what decisions can be made or if advise of higher authority is needed.

Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities. Update and verifies patient demographic information.

Provides information regarding clinic and hospital policies, procedures and locations to patient(s), family members, and staff. Maintains patient's confidential records.

Scan and enters information into VISTA, CPRS Preferred Experience: Scheduling experience Work Schedule: Monday through Friday; 11:30am to 8:00pm Telework: Not eligible for telework Virtual: This is not a virtual position Functional Statement #: 80122F Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Pay: Competitive salary and regular salary increases.

When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)