Advanced Medical Support Assistant (Office of Community Care)
The Advanced Medical Support Assistant performs a variety of administrative tasks associated with maintaining and supporting the work performed in the non-VA care unit. Receives non-VA care consults via electronic medical record; after approval process, contacts veteran for desired non-VA provider and date/time; contacts non-VA provider to schedule appointment; obtains necessary documentation needed for the non-VA provider; coordinates with other service lines in order to obtain necessary information for non-VA provider; schedules appointment for veteran; follows up after appointment to ensure attendance, and checks for additional procedures; manages appointments in Vista; informs providers of any change to patient's non-VA medical appointment; ensures medical documentation is received from non-VA provider; manages workload on spreadsheets; prepares medical documentation for scanning into veteran's electronic medical record; organizes material for supervisor. Other assignments at this level Include regular meetings with supervisor and non-VA care nurses to manage and plan patient care; adjusting the flow and sequencing of the work to meet team and patient needs. Performs other related duties as assigned. Work Schedule:
Monday - Friday, 7:
30 am to 04:
00 pm or 8:
00 am to 4:
30 pm Telework:
Eligible 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 scheduling appointments. 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.
Monday - Friday, 7:
30 am to 04:
00 pm or 8:
00 am to 4:
30 pm Telework:
Eligible 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 scheduling appointments. 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 $56,431 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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