Medical Support Assistant (Advanced)

Full Job Description

The purpose of this position is to serve as an AMSA assigned to outpatient clinics.

The AMSA position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model Transformation Initiative.

Patient care is delivered in a team based model known as the teamlet. Patient care is delivered in a team based model known as the teamlet.

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. 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.

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 Determinations: GS-06 Experience. One (1) year of specialized experience equivalent to the GS-05 grade level.

Examples of experience may include, but 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; coordinate 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.).

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 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: 6 months to 1year or more of creditable experience using VISTA, CPRS, VISTA GUI, and/or other VHA electronic health record.

1 year or more of administrative experience - health care settings preferred Knowledge of HIPPA, Release of Information and other applicable laws and regulations Possess a high degree of customer service, poise, and diplomacy.

Possess caring and compassionate behavior and be observant when interacting with Veterans, family members, and employees or peers.

Must be respectful and have knowledge of a High Reliability Organization and be able to demonstrate this experience. Have a high degree of customer service, poise, and diplomacy.

Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers.

Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience.

Work independently in the accomplishment of a wide variety of duties performing patient support work. Experience in medical terminology.

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.

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.

Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.

Incumbent may carry and lift light items weighing less than 15 pounds. Major Duties:

Major duties include, but are not limited to: Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

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.

Recommend 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.

Coordinate with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored.

Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.

Prepare correspondence to notify patients of normal lab results. Manage a system for follow-up care such as consults, tests, etc.

Process incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.

Participate 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.

Assist the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record.

Monitor pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Manage patient systems to verify and validate accuracy and resolve issues.

Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.

Receive and route all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Ensure that the patients are electronically checked in for their appointments.

Responsible for printing the medication reconciliation program, routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information.

Responsible for updating all pertinent information using the Pre-Registration Menu in VistA.

Provides guidance, directions, and instructions to Veterans in relation to their appointments schedules appointment with patient input to reduce no shows.

Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday, 7:30am - 4:00pm, 8:00am - 4:30pm, or 8:30am - 5:00pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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.

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 #: FS00000/Medical Support Assistant (Advanced) Permanent Change of Station (PCS): Not Authorized