Advanced Medical Support Assistant

This announcement will be utilized to fill Advanced Medical Support Assistant positions within Community Care within the VA St. Louis Health Care System The AMSA is responsible for the processing and follow up for all Veteran's seeking care outside the VA treatment facility.

Qualifications:

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:

• 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 3.j.

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.

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-6 - Medical Support Assistant (Advanced)

• Experience. One year of experience equivalent to the [GS-5] grade level.
• 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 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.

References: VA Handbook 5005/117 PART II APPENDIX G45, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679

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: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.

Responsibilities:

Program Management

• Scheduling and obtaining appointment dates.
• Assembles Veterans charts and verifies eligibility for treatment and care.
• Reviews Veteran information to issue authorizations for care.
• Collaborates, communicates, set priorities and organize workload in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Safety and Environment of Care

• Complies with all safety/fire prevention rules and regulations, clearly understands process of entering work orders for unsafe conditions and building egress.
• Promptly reports all accidents and notifies supervisor of unsafe/unhealthy conditions in the workplace.
• Attends scheduled training sessions and participates in facility level safety promotions as required.
• Maintains a professional and clean workstation.

Customer Service

• Responds to voicemail and email messages within the established timeframe.
• Identifies and resolves issues and concerns related to the VACC process in a timely fashion.
• Troubleshoots Triwest errors in the system, resolves and reworks Veterans to ensure no delay in care.
• Processes provider agreements HHA and dental scheduling timely to ensure access to care.
• Treats Veterans, internal and external consumers and providers with respect and dignity.

Information Management

• Computer Security : completes the appropriate training in computer security and information management as it relates to employees position. The employee follows VA and facility policies, regulations and instructions regarding access to confidential patient and employee information in both written and computerized formats, including release of information and security of computer access codes.
• Employee accesses patient information only when required to complete assigned duties. Shields information from view of/access by others while working with such information and secures such information at all times. Discusses information with others only if necessary for completion of assigned duties and does not discuss information in public places or where others can overhear it. Does not use thumb-drives or other means, such as photocopy, to remove patient data from the medical center.
• Adheres to release of information policies and security of personal computer access codes.
• Logs off workstation when not working directly with the computer.

Work Schedule: Monday - Friday 7:30 -4:00
Telework: Regularly Telework 3 days per pay period
Virtual: This is not a virtual position.
Functional Statement #: 000000000
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required