Medical Support Assistant (Advanced)-Mental Health

Full Job Description

The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Mental Health team.

The AMSA performs clerical and administrative support in the coordination, care, and treatment provided to veterans at VA Black Hills Health Care System.

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications.

Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification.

It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document***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]. BASIC REQUIREMENTS: a. 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.).

b. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. c.

Certification. None required. d. 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:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) 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.(3) 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.

e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. g. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.

§ 7403(f).

GS-06 Advanced Medical Support Assistant: This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation.

EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 1.

Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.

2. Schedule medical appointments in a clinical setting. 3. Work independently in the accomplishment of a wide variety of duties performing patient support work. 4.

Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5.

Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below: 1.

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.

2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3.

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. 4.

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.

5.

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.

6. 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 GS06.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Major Duties:

Total Rewards of a Allied Health Professional Major duties include, but are not limited to, the following: Serves as an initial point of contact for the units, clinics, patients, call centers, Care In The Community (CITC) to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Customer service: greets and check-in patients, assists patient with mobile check-in if needed; gathers medical information if needed; refers patients to the appropriate member of the health care team as needed; reports backlogs, difficulties in meeting deadlines, and uncooperative physicians; documents complaints; ability to identify customer's concerns, performs the tasks required to resolve the issues accurately and timely, and follow up as necessary to ensure a satisfactory resolution; resolves difficult problems and diffuses potential dissatisfaction with VA services.

Performs receptionist duties: monitors copying and faxing; answers and routes incoming phone calls.

Maintains medical charts: generates patient workload reports and monitors activity; serves a technical advisor and liaison (VISTA, CPRS, VSE, IPPS, etc.,); responds to secure messages; responds to appointment requests through VAOS.

Scheduling expectations: follows the current VA Scheduling Directive and Minimum Scheduling efforts.

Checks recall reminder lists to avoid delinquencies; prepares for clinics-including printing appointment and clinic lists; monitors ICB and patient demographics; ensures encounter forms are completed; ensures return to clinic orders are completed daily; ensures recalls are completed daily; consult report is cleaned up daily; routinely reviews active/pending consults daily; interprets, verifies, and dispositions provider orders; completes reports; records meeting minutes, scribe with co-signer; monitors appointments for area of responsibility; monitors electronic wait list; monitors and maintains clinic grids with supervision; processes all transfers to other facilities; performs basic eligibility requirements; maintenance of warehouse supplies and clinic forms; assist with clinic access contingency plans by adjusting appointment times, locations or dates; completes/trains/shares knowledge of data programs such as VETEXT, VAOS, NEAR, Message Manager, Secure Messaging, Right Fax, Audiocare, etc.; requests medical records from Community Care providers and non-VA healthcare institutions; conducts special audits; studies or surveys as requested; collects complete and appropriate data for reporting purposes; organizes and implements quality assurance documents for supervisor; enters and monitors work orders; orders supplies and equipment; and provides coverage for scheduling staff during intermittent shortages.

Serves as a mentor to the GS 3-5 MSAs: learns new processes to oversee training and implementation among other MSAs; provides training during orientation and/or remedial for existing staff as needed; resolves daily workplace issues; provides guidance to staff members to include changes in policies and procedures; provides guidance to MSA staff on the most current VA Scheduling Directive and Minimum Scheduling Efforts.

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 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 #: 000000 Permanent Change of Station (PCS): Not Authorized