Advanced Medical Support Assistant

The Advanced Medical Support Assistant will work collaboratively in an interdisciplinary coordinated care delivery model with the Social Work patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.

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.
• 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.
• 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.
• Certification: None Required.

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 Requirements: a. Creditable Experience (1) 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.(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.(3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Grade Determinations: In addition to the basic requirements for employment listed above the following experience criteria must be met:

Medical Support Assistant (Advanced), GS-6

(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 MyHealtheVet 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.

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.

Preferred Experience: Scheduling, HSRM, PPMS, ECR, and record upload for indexing

References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.The full performance level of this vacancy is GS-06.Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

Responsibilities:

This position is located at West Palm Beach VA Medical Center, West Palm Beach, Florida. The tours of duty will be established based on demand of the work area. The incumbent is expected to present to work in a professional manner in accordance with acceptable workplace behavior and established tours of duty. Assignments at this level include, but are not limited to:

• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.
• Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner.
• Perform scheduling, canceling, re-scheduling of patient appointments and or consults.
• Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.
• Analyzes situations to determine what decisions can be made or if advise of higher authority is needed.
• Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.
• Updates and verifies demographic information.
• Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff.
• Maintains patient's confidential records, copies, and file documentation.
• Scans and enters information into VISTA, CPRS.

Work Schedule: Monday - Friday 8:00 AM to 4:30 PM
Telework: Eligible at management's discretion (Will be discussed during interview)
Functional Statement #: 40993F
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required