Advanced Medical Support Assistant (Outpatient)
What you'd do
The Advanced Medical Support Assistant (MSA) position is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative to include all interdisciplinary clinics that support the initiative as well as the Community Based Outpatient Clinics (CBOCs) and Community Living Center. Patient care is delivered in a team-based model known as the teamlet. The teamlet provides most of the healthcare needs for an assigned panel of patients.
Major duties
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, C&P and Call Center) and performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients. The Advanced MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area. Major duties include but are not limited to: Develop and maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies. Coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan and follow-up with patient care. Work collaboratively in an interdisciplinary coordinated care delivery model. Supports patient safety standards using the correct Veterans Affairs identification for all patients. Explains VA's mandate to collect Insurance information; scans and updates insurance information. Ensure that all health information is integrated into the Computerized patient Record System. Screen phone calls in a courteous and timely manner. Interpret and communicate requirements of VHA scheduling directive and complete accurate scheduling responsibilities. Recommend changes to existing clinic procedures based on current administrative guidelines. Coordinate with the patient care team to review clinic appointments; ensure that clinic schedules are closely monitored. Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Manage patient systems to verify and validate accuracy and resolve issues. Asist with the Beneficiary Travel Program and work with the Health Benefits Advisor Office/Member Services for eligibility and means test functions. Processes incoming patient secure messaging through MyHealthyVet. Prepare correspondence to notify patients of results; manage a system for follow-up care. Enters appropriate information into the electronic record; Develops and manages a tracking system monitors pre appointment requirements to assure readiness for patient visit and procedure. Participates in PACT team huddles and team meetings to manage and plan patient care. Organize the work of the team to meet deadlines and ensure compliance with established processes, policies, and regulations. Assist in training other MSA levels. Work Schedule: Monday - Friday 8:30 AM - 5:00 PM 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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) Virtual: This is not a virtual position. Functional Statement: :#72200F
What you need to qualify
Basic Requirements: United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according with VA Policy. Education: High school diploma OR General Education Development equivalency certificate OR homeschooling completion OR proficiency certificate from a State or territorial-level Board or Department of Education OR college transcript. 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. Grandfathering Provision. 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: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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; Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Schedule medical appointments in a clinical setting; Work independently in the accomplishment of a wide variety of duties performing patient support work; Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; Customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: 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. 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. 8 This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Reference: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The Advanced 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.
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