Medical Support Assistant (Advanced)
Summary The Advanced Medical Support Assistant (MSA) is a highly specialized position and performs multiple duties.
Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs.
This position is located in HAS within the Ambulatory Care and Processing section.
Responsibilities Duties Include but are not limited to:
The incumbent may serve as a Clerk in VHA Patient Aligned Care Team (PACT), Specialty Care Support Team or the Call Center.
Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs.
The incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty staff and ancillary services.
In both PACT and Specialty Care Support, patient care is delivered in a team based, or teamlet model, and PACT principles are fully utilized.
Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider or Specialty Care Provider.
The teamlet provides the majority of the healthcare needs for an assigned panel of patients and works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, dieticians, behavioral health staff, etc.
, to provide a robust interdisciplinary approach to care.
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model in PACT or specialty care setting where the PACT model is used, and may be required to serve on more than one team.
The incumbent is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA.
He/she must determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
The incumbent will schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures.
The incumbent will daily review active/pending consults, Electronic Wait List, and Recall List reports for accuracy and disposition.
All appointments will be made with the patient's input or based on instructions from the clinic provider or other appropriate clinic staff.
This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
The incumbent is responsible for notifying the provider or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures.
Scheduling instruction conflicts which cannot be appropriately resolved within teamlet must be elevated to the MSA's supervisor.
Work Schedule:
Monday thru Friday 8:
00 a.
m.
to 4:
30 p.
m.
Compressed/Flexible:
Not Available 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 is a Bargaining Unit Position Requirements Conditions of Employment You must be a U.
S.
Citizen to apply for this job.
Selective Service Registration is required for males born after 12/31/1959.
Must be proficient in written and spoken English.
You may be required to serve a probationary period.
Subject to background/security investigation.
Selected applicants will be required to complete an online onboarding process.
Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.
Qualifications 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 and Education:
Experience.
Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge & skills needed to perform the duties of the position; OR Education.
One year above high school; OR Experience/Education Combination.
Equivalent combination of experience & education are qualifying for entry level for which both education & experience are acceptable.
Certification:
None required.
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 & 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 & must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
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 & such education must have been deemed at least equivalent to that gained in conventional U.
S.
programs.
Physical Requirements:
See VA Directive and Handbook 5019.
English Language Proficiency:
MSAs must be proficient in spoken & written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.
j.
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:
Medical Support Assistant (Advanced) GS-6 Experience.
One year of experience equivalent to the GS-5 grade level.
Specialized experience includes, but is not limited to:
performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; 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; scheduling, canceling, re-scheduling patient appointments and/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 the daily needs of the clinic.
Demonstrated Knowledge, Skills, and Abilities.
Candidates must demonstrate all of the KSAs below:
i.
Ability to collaborate & 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 & 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 & regulations.
iii.
Ability to communicate tactfully & effectively, electronically, by phone, in person, and in writing, with internal & external customers.
This may include preparing reports in various formats & 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 &/or care in the community models & patient health care portals) as it relates to access to care.
v.
Advanced knowledge of policies & procedures associated with interdisciplinary coordinated care delivery &/or care in the community operational activities that affect patient flow & 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.
Preferred
Experience:
1 year experience working in a clinical environment coordinating clinic schedules for providers.
1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model.
1 year experience with medical terminology in a interdisciplinary coordinated care delivery model.
1 year experience managing patient communications in an interdisciplinary coordinated care delivery model.
1 year experience with documenting appropriate information into an electronic medical record.
References:
VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019 The full performance level of this vacancy is GS-06.
Physical Requirements:
The work is sedentary.
Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.
Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.
Incumbent may carry and lift light items weighing less than 15 pounds.
Education IMPORTANT:
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note:
If your school has changed names, or is no longer in existence, you must provide this information in your application.
Note:
Only education or degrees recognized by the U.
S.
Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment.
You can verify your education here:
http:
//ope.
ed.
gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
For further information, visit:
http:
//www.
ed.
gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.
html.
Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave:
Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.
Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
This credited service can be used in determining the rate at which they earn annual leave.
Such credit must be requested and approved prior to the appointment date and is not guaranteed.
This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply.
The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
Pursuant to VHA Directive 1193.
01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.
e.
, medical, religious or pregnancy).
VHA HCPs do not include remote workers who only infrequently enter VHA locations.
If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date.
The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
Recommended Skills Administration Confidentiality Registration Electronic Medical Record Hospitalization Perform Clinical Duty Estimated Salary: $20 to $28 per hour based on qualifications.
Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs.
This position is located in HAS within the Ambulatory Care and Processing section.
Responsibilities Duties Include but are not limited to:
The incumbent may serve as a Clerk in VHA Patient Aligned Care Team (PACT), Specialty Care Support Team or the Call Center.
Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs.
The incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty staff and ancillary services.
In both PACT and Specialty Care Support, patient care is delivered in a team based, or teamlet model, and PACT principles are fully utilized.
Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider or Specialty Care Provider.
The teamlet provides the majority of the healthcare needs for an assigned panel of patients and works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, dieticians, behavioral health staff, etc.
, to provide a robust interdisciplinary approach to care.
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model in PACT or specialty care setting where the PACT model is used, and may be required to serve on more than one team.
The incumbent is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA.
He/she must determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
The incumbent will schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures.
The incumbent will daily review active/pending consults, Electronic Wait List, and Recall List reports for accuracy and disposition.
All appointments will be made with the patient's input or based on instructions from the clinic provider or other appropriate clinic staff.
This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
The incumbent is responsible for notifying the provider or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures.
Scheduling instruction conflicts which cannot be appropriately resolved within teamlet must be elevated to the MSA's supervisor.
Work Schedule:
Monday thru Friday 8:
00 a.
m.
to 4:
30 p.
m.
Compressed/Flexible:
Not Available 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 is a Bargaining Unit Position Requirements Conditions of Employment You must be a U.
S.
Citizen to apply for this job.
Selective Service Registration is required for males born after 12/31/1959.
Must be proficient in written and spoken English.
You may be required to serve a probationary period.
Subject to background/security investigation.
Selected applicants will be required to complete an online onboarding process.
Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.
Qualifications 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 and Education:
Experience.
Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge & skills needed to perform the duties of the position; OR Education.
One year above high school; OR Experience/Education Combination.
Equivalent combination of experience & education are qualifying for entry level for which both education & experience are acceptable.
Certification:
None required.
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 & 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 & must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
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 & such education must have been deemed at least equivalent to that gained in conventional U.
S.
programs.
Physical Requirements:
See VA Directive and Handbook 5019.
English Language Proficiency:
MSAs must be proficient in spoken & written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.
j.
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:
Medical Support Assistant (Advanced) GS-6 Experience.
One year of experience equivalent to the GS-5 grade level.
Specialized experience includes, but is not limited to:
performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; 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; scheduling, canceling, re-scheduling patient appointments and/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 the daily needs of the clinic.
Demonstrated Knowledge, Skills, and Abilities.
Candidates must demonstrate all of the KSAs below:
i.
Ability to collaborate & 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 & 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 & regulations.
iii.
Ability to communicate tactfully & effectively, electronically, by phone, in person, and in writing, with internal & external customers.
This may include preparing reports in various formats & 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 &/or care in the community models & patient health care portals) as it relates to access to care.
v.
Advanced knowledge of policies & procedures associated with interdisciplinary coordinated care delivery &/or care in the community operational activities that affect patient flow & 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.
Preferred
Experience:
1 year experience working in a clinical environment coordinating clinic schedules for providers.
1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model.
1 year experience with medical terminology in a interdisciplinary coordinated care delivery model.
1 year experience managing patient communications in an interdisciplinary coordinated care delivery model.
1 year experience with documenting appropriate information into an electronic medical record.
References:
VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019 The full performance level of this vacancy is GS-06.
Physical Requirements:
The work is sedentary.
Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.
Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.
Incumbent may carry and lift light items weighing less than 15 pounds.
Education IMPORTANT:
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note:
If your school has changed names, or is no longer in existence, you must provide this information in your application.
Note:
Only education or degrees recognized by the U.
S.
Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment.
You can verify your education here:
http:
//ope.
ed.
gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
For further information, visit:
http:
//www.
ed.
gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.
html.
Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave:
Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.
Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
This credited service can be used in determining the rate at which they earn annual leave.
Such credit must be requested and approved prior to the appointment date and is not guaranteed.
This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply.
The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
Pursuant to VHA Directive 1193.
01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.
e.
, medical, religious or pregnancy).
VHA HCPs do not include remote workers who only infrequently enter VHA locations.
If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date.
The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
Recommended Skills Administration Confidentiality Registration Electronic Medical Record Hospitalization Perform Clinical Duty Estimated Salary: $20 to $28 per hour based on qualifications.
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