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Advanced Medical Support Assistant

The Advanced MSA will collect and update insurance information from Veterans, family members and other eligible patients, screen/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes, enter Veterans seeking emergent/urgent care, scheduling appointments accurately, ensure that all appropriate VA forms are used correctly and regulations followed. The AMSA may be assigned additional duties including but not limited to: Appointment Scheduling: Incumbent schedules VA and/or non-VA clinic appointment using VistA scheduling options. Uses established business rules to schedule appointment for Veterans which includes clinic visits, consultations, and entries into the Recall Reminder system and Electronic Wait List (EWL). Customer Service: Communicates with all internal and external customers in a courteous, positive, open, honest, cooperative manner, and treats all with dignity and respect. Work Schedule: Various schedules available, to be discussed during interview Financial Disclosure Report: Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/02/2019. 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. 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. 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. In addition to meeting the basic requirements above, applicants must also meet: GS-6 Grade Level Requirement. (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 MyHealthyVet 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 . (c) 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.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 . This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns . 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. Grade Determinations: This is a GS-6 level position only References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-6 Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019
  • Department: 0679 Medical Support Assistance
  • Salary Range: $37,843 to $49,417 per year

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