Advanced Medical Support Assistant (PACT)
The Advanced Medical Support Assistant performs a variety of administrative functions associated with the scheduling of patient care for the Primary Care department at the VA Medical Center. Performs receptionist duties, customer service, screens/receives/initiates phone calls in a courteous and timely manner. Schedules appointments and follows all applicable rules outlined in Scheduling Directive 1230. Utilizing and monitoring the Electronic Wait List (EWL). Participates in PACT team huddles and role specific meetings. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Responsible for preparing simple word documents, memos and communications for clinical staff. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Attends and/or completes assigned training via face to face or TMS. Screens incoming phone calls and routes to appropriate clinical party if necessary. Acts independently to resolve or act on any problems within their realm of work. Is responsible for the knowledge and ability to utilize with all computer programs necessary to carryout scheduling duties and communications with patients. These include but are not limited to:
Vista, Insurance card buffer, vet link, CPRS, Microsoft office, New Enrollee Appointment Requests, secure messaging. Additional duties or tasks may be assigned by the supervisor to ensure daily operations are met. Work Schedule:
Monday-Friday 8-4:
30, may be an occasional Saturday if holding a stand down Telework:
Eligible on anad-hoc or situational basis Travel:
Is not required unless for a training opportunity Financial Disclosure Report:
Not required 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:
Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education:
One year above high school; (Transcripts required); OR Experience/Education Combination:
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (Transcripts required) GS-6 Advanced MSA
Experience:
One year of experience equivalent to the next lower grade level (GS 5). 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 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, 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. Demonstrated Knowledge, Skills, and Abilities:
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. 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, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Advanced knowledge of the technical health care process as it relates to access to care. Advanced knowledge of policies and procedure 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred
Experience:
Experience in scheduling for medical office preferred References:
Medical Support Assistant Qualification Standards VA Handbook 5005/53 Part II Appendix G45 Physical Requirements:
The majority of the work is performed in an office setting, primarily while sitting. The position requires some standing, ambulation, bending, and carrying of items such as training materials. In addition, there can be increased stress due to the intensity of a patient/customer complaints and/or concerns.
Estimated Salary: $20 to $28 per hour based on qualifications.
Vista, Insurance card buffer, vet link, CPRS, Microsoft office, New Enrollee Appointment Requests, secure messaging. Additional duties or tasks may be assigned by the supervisor to ensure daily operations are met. Work Schedule:
Monday-Friday 8-4:
30, may be an occasional Saturday if holding a stand down Telework:
Eligible on anad-hoc or situational basis Travel:
Is not required unless for a training opportunity Financial Disclosure Report:
Not required 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:
Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education:
One year above high school; (Transcripts required); OR Experience/Education Combination:
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (Transcripts required) GS-6 Advanced MSA
Experience:
One year of experience equivalent to the next lower grade level (GS 5). 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 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, 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. Demonstrated Knowledge, Skills, and Abilities:
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. 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, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Advanced knowledge of the technical health care process as it relates to access to care. Advanced knowledge of policies and procedure 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred
Experience:
Experience in scheduling for medical office preferred References:
Medical Support Assistant Qualification Standards VA Handbook 5005/53 Part II Appendix G45 Physical Requirements:
The majority of the work is performed in an office setting, primarily while sitting. The position requires some standing, ambulation, bending, and carrying of items such as training materials. In addition, there can be increased stress due to the intensity of a patient/customer complaints and/or concerns.
- Department:
0679 Medical Support Assistance - Salary Range:
$43,338 to $56,341 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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