Medical Support Assistant (Advanced)

Full Job Description

The Advanced Medical Support Assistant (AMSA) serves within the Primary Care Service Line at the Waterloo VA Clinic.

This position is in the ICC at the Iowa City VA Health Care System and is the first administrative point-of-contact for Veterans, family, and other visitors.

This position will provide introductory administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of the scheduling of all Primary Care areas.

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.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.

Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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. 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.

Examples of qualifying experience: Independently performs a full range of MSA duties related to the delivery of healthcare services in an inpatient or outpatient setting.

Advises clinical staff on current administrative processes.

Answers phones, greets patients, relays messages to appropriate staff inside or outside of the unit, schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

AND 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: The work is basically sedentary and performed in an office environment or clinic area.

Major Duties:

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Major duties include, but are not limited to: Demonstrates positive people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward Veterans, visitors, and other employees of the Medical Center in both verbal and written communication Maintains Veteran rights, confidentiality, and individuality.

Resolves issues at the lowest level and in a timely manner. Set limits/boundaries which are clearly defined within the MSA/Veteran relationship.

Have Advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance.

Participate in and independently follow up on team huddles/meetings, sharing information and collaborating with the medical team assuring continuity of care.

Is the main point of contact for all Secure Messages/Message Manager sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion.

Serves as an expert in the department for scheduled and unscheduled visits. Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly.

Prepare reports in various formats and present data to various organizational levels.

Screens call and determine if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional.

Maintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA).

Enters appropriate information into the Veterans electronic medical record. Assures appropriate forms including and documents are presented, sent out, or completed by the Veterans.

Facilitates Release of Information for records and documents being received from outside facilities monitor and track the progress of received required information.

Provides advanced clerical support to the area they are assigned, including support to any staff member. Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload.

Obtains and monitors the use of services, supplies, and equipment for their offices area.

Updates Veteran's demographic information to include the following: address, phone number, insurance, preferred method of communication, guardianship reminder, and other information as new programs are added or changed.

Receives and responds to inquiries via Secure Messaging, Message Manager, VAR, VEText, letters, or phone calls.

These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member, requesting tests or medications, questions on appointments, scheduling, and various other inquiries.

The MSA can recognize and refer urgent inquiries to clinical staff for immediate action as needed.

Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Not eligible for telework Virtual: This is not a virtual position.

Functional Statement #: 00000 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized