Medical Support Assistant (Advanced)

Summary

Syracuse VA Medical Center is searching for (1) Advanced Medical Support Assistant (MSA) to work with the Social Work service. This position is under the supervision of the Health Administration Service. Performs clerical work in support of the care given to patients, such as receiving patients or maintaining patient files; work administering or advising on medical record systems. Analytical ability, judgment, discretion, and dedication to customer service are required.

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Duties

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VA Careers - Medical Support Assistant:

Duties include but are not limited to:

The MSA utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position.

Assignments at this level include but are not limited to:

1. Receives and relays incoming and outgoing telephone messages.
2. Checks patients in and out from appointments.
3. Schedules return to clinic orders
4. Set up clinic paperwork
5. Process faxes, scanning, and printing of documents
6. Directs patients to other areas of the hospital
7. Changes and reschedules clinics
8. Greets patients when presenting
9. Cancel's and reschedules appointments

MSA contacts patients, VA Medical Center staff, and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA. A high degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and family members, both in person and on the phone.For consults in an "Active" status, MSAs will:

1. Utilize consult toolbox as directed
2. Obtain provider and scheduling preferences
3. Coordinate care with network providers
4. Employ the use of several databases/systems (including but not limited to those listed below)
   1. HSRM
   2. CPRS
   3. VSE
   4. CTM
   5. REFDOCS
   6. TP A Portal
   7. PPMS
5. Develop and maintain a rapport with both internal and stakeholders involved in the coordination process.

For consults in a "Scheduled" status, MSAs will:

1. Review Vista Image Display to determine if records have previously been received
2. Confirm care has been received
3. Request corresponding documentation for scheduled care
4. Complete outstanding consults

Variations in work result from changing priorities which frequently depend upon the urgency of the situation. MSA must use a high degree of tact, poise, empathy, diplomacy and compassion dealing with Veterans, families, caregivers, fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly, VACC MSAs will remain flexible through any future iterations or changes in process.

Performing other duties as assigned.

Work Schedule : 8:00 AM - 4:30 PM.

Telework : Not available.

Virtual: This is not a virtual position.

Functional Statement # : 21N19-A

Requirements

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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.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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.
• Experience . None.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None.
• Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grade Determinations : Medical Support Assistant (Advanced), GS-06.

• Experience . One year of creditable experience equivalent to the next lower grade.
• Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:
  • 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.
  • 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.

Preferred Experience: Accounts payable and billable, scheduling, timekeeping.

Reference: For more information on this qualification standard, please visit full performance level of this vacancy is GS-6.

Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items. Work is performed in an office/clinic setting with minimal risks that require normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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).

Additional information

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

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.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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