Medical Support Assistant (Advanced)

Qualifications 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 Education: Education High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education Certification None required 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 3.j Grade Determinations: Medical Support Assistant (Advanced), GS-6: Experience One year of experience equivalent to the [GS-5] grade level Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate [all of] the KSAs below: 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 thecommunity operational activities that affect patient flow, and patient support care administrative functions to include, but not limited toappointment 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 Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nursepractitioners, 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 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 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) Preferred Experience: CUSTOMER SERVICE REQUIREMENTS: Meets the needs of customers while supporting the medical center and service missions Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner Provides the customer with consistent information according to established policies and procedures Handles conflict and problems in dealing with the customer constructively and appropriately 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 adjusts 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) The Advanced Medical Support Assistant plans and accomplishes work independently using guidelines she/he has been trained to follow, referring only the unusual, difficult or complex cases to the supervisor The supervisor reviews and monitors job performance periodically to assure that intent and mission of the program is accomplished, and guidelines are followed The incumbent also receives program direction and guidance from the team's leadership, i.e., charge nurse and medical director Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS 6 Physical Requirements: See VA Directive and Handbook 5019. ]]]]>