MEDICAL SUPPORT ASSISTANT (ADVANCED)

Full Job Description

The Advanced Medical Support Assistant (AMSA) in Home Based Primary Care (HBPC) is the principal support for coordinating the numerous complex and diverse activities within HBPC Patient Aligned Care Team (PACT) model of care.

The HBPC PACT Teamlets are a primary care team that consists of a primary provider (NP), Registered Nurse care manager and supportive services.

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: 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.

high school diploma with desire for some post high school education; 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. 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. Physical Requirements. See VA Directive and Handbook 5019. 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: In addition to the basic requirements for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates.

Only applicants qualifying at the GS-6 level will be considered. Medical Support Assistant (Advanced), GS-6 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; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance 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.

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.

Physical Requirements: he work is administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone and data entry.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated and ventilated.

However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service.

Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position Assignments at this level include but are not limited to: Receives and relays incoming and outgoing telephone messages.

Checks patients in and out from appointments.

Schedules return to clinic orders Set up clinic paperwork Process faxes, scanning, and printing of documents Directs patients to other areas of the hospital Changes and reschedules clinics Greets patients when presenting Cancel's and reschedules appointments The Advanced MSA contacts patients, VA Medical Center staff, and community medical staff daily.

This front-line contact will affect the perception of the quality of healthcare services provided by the VA.

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

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

When consults are in a "scheduled status", the Advanced MSA will: Review the Vista Image Display to determine, If the records have previously been received; confirm care has been received; request corresponding documentation for scheduled care; and complete outstanding consults.

The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPPA regulations.

Other duties as assigned.

Work Schedule: Monday-Friday 7:30am - 4:00pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

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.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 24115-F Permanent Change of Station (PCS): Not Authorized