Advanced Medical Support Assistant
The Advanced Medical Support Assistant (MSA) position serves as an Administrative Assistant and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative. Patient care is delivered in a team-based model. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs Administrative duties, receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Duties for a Advance Medical Support Assistant include:
- Answering phones. - Greeting patients. - Relaying messages to appropriate staff inside or outside of the unit. - Scheduling, canceling, re-scheduling patient appointments. - Promotes veteran registration for and utilization of My HealtheVet (MHV). - Interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. - 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. - 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. - Determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). - Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule:
Monday through Friday, Full Time, 1st shift Financial Disclosure Report:
Not Required. Relocation/Recruitment Incentive:
Not Authorized To qualify for this position, applicants must meet all requirements within 15 days of the closing date of this announcement on 11/04/2020. BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other adminstrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 LEVEL GRADE REQUIREMENTS:
SPECIALIZED
Experience:
Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to:
Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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, 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.). AND KNOWLEDGE, SKILLS, AND ABILITIES:
You also must demonstrate the following KSAs:
KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-4. 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. KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. REFERENCE:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
Estimated Salary: $20 to $28 per hour based on qualifications.
- Answering phones. - Greeting patients. - Relaying messages to appropriate staff inside or outside of the unit. - Scheduling, canceling, re-scheduling patient appointments. - Promotes veteran registration for and utilization of My HealtheVet (MHV). - Interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. - 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. - 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. - Determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). - Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule:
Monday through Friday, Full Time, 1st shift Financial Disclosure Report:
Not Required. Relocation/Recruitment Incentive:
Not Authorized To qualify for this position, applicants must meet all requirements within 15 days of the closing date of this announcement on 11/04/2020. BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other adminstrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 LEVEL GRADE REQUIREMENTS:
SPECIALIZED
Experience:
Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to:
Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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, 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.). AND KNOWLEDGE, SKILLS, AND ABILITIES:
You also must demonstrate the following KSAs:
KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-4. 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. KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. REFERENCE:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
- Department:
0679 Medical Support Assistance - Salary Range:
$40,603 to $52,785 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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