Advanced Medical Support Assistant
To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Basic Requirements: U.S. citizenship. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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 3j, Grade Determinations: GS-6 Specialized Experience: One year of experience equivalent to the GS-05 level which would include but not be limited to: duties related to the delivery of healthcare services in an inpatient or outpatient setting, advising clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, canceling, re-scheduling patient appointments and/or consults; 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 including interpreting, verifying provider orders in accordance with VHA national scheduling guidelines, monitoring both inpatient and outpatient appointments in areas of responsibility, verifying and updating demographics and insurance information when patients check-in for appointments, coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals, and determining appointment type based on the patient's eligibility status(i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). In addition, candidates must demonstrate the Knowledge, Skills, and Abilities below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005 Part II, Appendix G45, Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. Physical Requirements: The work is mostly sedentary and is performed in various outpatient clinic or office settings. The performance of daily rounds to the assigned clinic area is required.