Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant (AMSA) is assigned to a Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model. The PACT teamlet is a primary care team that generally consists of a primary care provider (MD, NP, PA), registered nurse care manager, clinical associate (LPN or medical assistant/health technician) and an administrative associate (MA/MSA/health technician).

Qualifications:

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. 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.

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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

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. Equivalent experiences includes, but is not limited to:

• Advising clinical staff on current administrative processes;
• Answering phones, greeting patients, relaying messages to appropriate staff inside and outside of the unit;
• Interpreting and verifying provider orders in accordance with national scheduling guidelines;
• Scheduling, canceling, re-scheduling patient appointments or consults;
• Entering no-show information;
• Monitoring appointment requests from multiple electronic sources;
• Participating in huddles with other MSAs and/or clinic staff to determine daily needs of the clinic;
• Monitoring both inpatient and outpatient appointments in areas of responsibility;
• Verifying and updating demographics and insurance information when patients check-in for appointments;
• Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determining appointment type based on the patient's eligibility status.

AND

Demonstrated Knowledge, Skills, and Abilities. Candidates must be able to demonstrate all of the KSAs below:

1. Abilityto 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.

References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

Responsibilities:

Major duties include but are not limited to:

• Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments;
• Communicates with non-VA medical facilities;
• Notifies patients of normal lab results;
• Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies;
• Participates in team huddles and team meetings to manage and plan patient care;
• Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs;
• May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record;
• Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work);
• Manages electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow-up actions;
• Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care;
• Evaluates patient information and clinic schedule lists to determine whether patient is vested;
• Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and brings to the attention of the provider;
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.

Work Schedule: Tours will vary and will be discussed during the interview process.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

This occupational series is eligible for the Student Loan Repayment Program (SLRP). Repayment is limited to $10,000 annually, up to $60,000 in lifetime awards. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program.

This is an open continuous announcement and will remain open until September 30, 2024. Qualified applicants will be considered and referred as vacancies become available.