MEDICAL SUPPORT ASSISTANT (ADVANCED)

This position is an Advanced Medical Support Assistant, for Outpatient Clinical Support in the VA New England Healthcare System. The incumbent is responsible for a wide range of assignments and provides administrative support to the Sections. Work is performed collaboratively in a Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting).

Available assignments include: Primary Care Healthcare group

This is not a virtual position.

Qualifications:

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.
• 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).
• Experience and Education:
• (1) 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
• (2) Education: One year above high school
• OR
• (3) Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

In addition to meeting the basic requirements above, applicants must also meet:

GS-6 Grade Level Requirement.

(a)Experience: One year of experience equivalent to the [GS-5] grade level.

(b) Assignment. The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model [ ]. [Work involves specialized administrative judgment and the flexible 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. Recommends 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. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [ ] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [ ] manage a [ ] system for follow-up care such as consults, tests, etc.).Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates 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; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ]. For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time].


(c) Demonstrated Knowledge, Skills, and Abilities.Candidates must demonstrate [all of] the KSAs 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 organize [ ] 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.

Grade Determinations: This is a GS-6 level position only

References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-6

Physical Requirements: The work is requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans.

Résumé Reminder: Your résumé must include the following information each job listed:

1. Job title
2. Duties (be as detailed as possible)
3. Month & year start/end dates (e.g. June 2007 to April 2008)
4. Full-time or part-time status (include hours worked per week).

Please be aware that your answers will be verified against information provided on your résumé. Be sure that your résumé clearly supports your responses to all of the questions by addressing your work experience in detail.

Recommended: Even though we do not require a specific résumé format, your résumé must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy.

Responsibilities:

The Advanced Medical Support Assistant:

a. Supports clinics regarding clinic profile management.
b. Collects and updates insurance information from Veterans, family members and other eligible patients.
c. Prepares correspondence and memos as needed.
d. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
e. Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.
f. Promotes Veterans registration for and utilization of MyHealthyVet (MHV)
g. Stocks basic office supplies for the executive suite.
h. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
i. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.
j. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
k. Assures that all appropriate VA forms are used correctly and regulations followed.
I. Schedules routine appointments without a consult referral.
m. Consult Management. Includes the basic review and scheduling of patient consult appointments and further review of a specific clinics consults. This review includes identification of status issues and taking appropriate action to fix such issues or referring to lead/supervisor for further action.
n. Interdisciplinary coordinated care delivery models, coordination of care across all elements of a broader health care system, which may include primary care, mental health, specialty care, call center, and community care services and support.
o. PACT team let typically consists of staff designated in a PACT to each of the following roles: a Primary Care Provider, Registered Nurse Case Manager, Clinical Associate, and Administrative Associate. These roles can be occupied by various occupations. For example, a provider can be a Physician's Assistant. Teamlet members collectively take responsibility for ongoing care of all patients assigned to a single teamlet.
p. Patient Systems. Various software, hardware systems products, and data portals used to transfer, and capture information electronically used in support of the daily operation of the unit. These systems include but are not limited to: Veterans Integrated System Technology Architecture (Vista), Computerized Patient Record System (CPRS}, Vetlink, Vista Scheduling Graphical User Interface (VS GUI), Insurance Card Buffer Capture (ICB) , VHA Support Service Center (VSSC}, Patient Centered Management Model {PCMM), Telecare Record Manager (TRM), Audio Care (AC}, and Veterans Affairs Portal to view external medical records. Patient Systems names may vary from institutions and change over time.
q. Veterans Appointment Request (VAR). The VAR allows a Veteran to self-schedule appointments with a primary care provider, request help in the scheduling of primary care and/or mental health appointments, and view/cancel future appointments.
r. Vista Scheduling Graphical User Interface (VS GUI). An upgrade to the scheduling system. VS GUI will improve the efficiency of scheduling, enable a more Veteran centric process, while addressing the need to schedule appointments through a user-friendly system (or interface).
s. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

In the performance of official duties, the employee has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA procedures. The employee is responsible for (1) protecting data from unauthorized release of form loss, alteration, or unauthorized deletion, and (2) following applicable regulations and instructions regarding access to computerized files and user ADP security as set out in the computer access agreement which the employee signs.

As a front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.

Work Schedule: Various schedules available, to be discussed during interview
Virtual: This is not a virtual position
Financial Disclosure Report: Not required