Medical Support Assistant (Advanced)

SummaryThe Advanced Medical Support Assistant (AMSA) provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgement 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.QualificationsApplicants pending the completion of educational or certification/licensure requirements may be referred to and tentatively selected but may not be hired until all requirements are met.Basic RequirementsUnited States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA PolicyExperience 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 positionOR - Education: One year above high schoolOR - Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptableMay 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)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. programsEnglish 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.jGrade Determinations - GS-06: In addition to the basic requirements - you must meet the specialized experience for the gradeSpecialized Experience: One year of experience equivalent to the GS-5 grade levelExperience includes - but is not limited to: answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unitscheduling - canceling - re-scheduling patient appointments and/or consults - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelinesentering no-show informationmonitoring appointment requests from multiple electronic sourcesparticipating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinicverifying and updating demographics and insurance information when patients check-in for appointmentscoordinates 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.)AND 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.gmedical 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 metAbility to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulationsAbility to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customersThis may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concernsAdvanced 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 careAdvanced 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 - etcAdvanced knowledge of medical terminology due to the technical nature of language utilized by cliniciansIMPORTANT: Education cannot be substituted for the year of specialized experience that is requiredPreferred Experience: Medical office experienceReference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this positionQuestions about physical demands or environmental factors may be addressed at the time of evaluation or examination.DutiesTotal Rewards of a Allied Health Professional The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery modelWork 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 resourcesSome of the major duties of this position include - and are not limited to: Answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unitScheduling - canceling - re-scheduling patient appointments and/or consults - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelinesEntering no-show informationMonitoring appointment requests from multiple electronic sourcesVerifying and updating demographics and insurance information when patients check-in for appointmentsCoordinates 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.)Recommends changes to existing clinic procedures based on current administrative guidelinesCoordinates 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 necessaryDevelop and/or maintain effective and efficient communication with the patient - interdisciplinary coordinated care delivery model teams - VA medical centers - and other agenciesProcesses incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriateParticipates 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 teamSetting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needsIdentifies incomplete encounters and communicates findings to providersas neededEnters appropriate information into the electronic recordmonitors pre-appointment information and/or requirements to assure readiness for patient visit/procedureManages patient systems to verify and validate accuracy and resolve issuesevaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointmentinforms team members about shared patientsWork Schedule: Monday to Friday - 7:30 a.m- 4:00 p.mPay: Competitive salary and regular salary increasesPaid 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)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 childChild 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 $416.66Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VAInsurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Telework: Not AvailableVirtual: This is not a virtual positionFunctional Statement #: 05933FPermanent Change of Station (PCS): Not Authorized.