Medical Support Assistant (Advanced)
What you'd do
The Advanced Medical Support Assistant provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model on the Office of Community Care (OCC), Gulf Coast Veterans Healthcare System (GCVHCS). The 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.
Major duties
Total Rewards of a Allied Health Professional The Advanced Medical Support Assistant (AMSA) will screen consults for eligibility, specialty service requested; ensure veteran appointments are made with other VA facility, contract site, or community providers of Veteran's choice as appropriate. Ensure forms are complete to obtain appropriate workload credit; verify and update demographics This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. Major duties and responsibilities: Provide specialized administrative patient support in a coordinated care delivery model, collaborating with interdisciplinary teams and community partners. Utilize advanced patient systems and multiple electronic platforms to support providers and clinics, including scheduling, recordkeeping, and tracking operations. Screen new consults for eligibility, duplication, and appropriateness; seek guidance for complex consult issues and update procedure manuals as needed. Coordinate care with VA medical centers, community providers, and patients to ensure effective appointment scheduling and follow-up care. Communicate effectively with patients, providers, and team members via telephone, email, fax, and written correspondence; educate stakeholders about patient care processes. Maintain and update electronic databases, including scanning and integrating health/administrative information into the Computerized Patient Record System (CPRS). Demonstrate flexibility and teamwork by cross-training and providing coverage in other areas within the Office of Community Care (OCC). Complete multiple assignments of varying complexity to reduce internal transfers, delays, and patient care diversions. Screen and respond to phone calls courteously and promptly, providing information in accordance with privacy rules and established clinic processes. Ensure authorization is obtained for procedures performed at non-VA facilities and facilitate appointments with VA, contract sites, or community providers. Support compliance with computer security, privacy regulations, environmental management, safety, and whistleblower protection programs. Provide care and services appropriate to the age, development, and cultural needs of patients, ensuring sensitivity and proper training for staff. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm (subject to change based on the needs of Chief of Community Care) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00284F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
What you need to qualify
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. Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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 listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates: GS-06: Experience. One year of experience equivalent to the GS-5 grade level. GS-5 Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring 7 appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the 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. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-06. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
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