Medical Support Assistant (advanced)

Advanced Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant (AMSA) and provides clerical administrative support in the coordination, care, and treatment provided to patients throughout the Primary Care Integrated Clinical Community (ICC), to include coverage of all Primary Care clinics including Women's Health as well as the Front Desk/Emergency Department as needed. The Advanced MSA provides specialized and expert administrative patient care 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. The AMSA recommends changes to existing clinic procedures based on current administrative guidelines and has expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Duties of this position include, but are not limited to:

• Scheduling, canceling, and rescheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources, processing incoming patient secure messaging and coordinating 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.
• Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters, communicates findings to providers, as needed.
• Assists the team in reinforcing the plan of care and self-help solutions. Enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to ensure readiness for patient visit/procedure.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment; informs team members about co-managed members (i.e., those who receive care at multiple VA centers or who receive care in the community).
• Requests pertinent information from patient records (inside/outside facilities) and submits to team for review in preparation for provider visit. May retrieve medication profiles, test results, and patient information from electronic medical record, as requested by the clinician.

Work Schedule: Monday - Friday, 8:00am - 4:30pm

Requirements 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.
• You may be required to serve a trial period.
• 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.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications:

Basic Requirements:

• United States Citizenship: Citizen of the United States.
• Experience and Education. (1) Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

Grade Determinations:

Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level.

Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

Demonstrated Knowledge, Skills, and Abilities:

• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines.
• 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.
• Advanced knowledge of the technical health care process 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience:

• Good customer service, ability to communicate well verbally and in writing with Veterans, coworkers, and supervisor.
• One year of scheduling experience.
• The ability to multitask and pick up efficiently where left off when interrupted by patients, nurses, provider, and supervisor.
• Ability to prioritize duties.
• Environment is fast paced, always requiring the calm and efficient need to be prepared for the unforeseen and unexpected.
• Elements of flexibility, must be able to work interchangeably on different teams with diverse personalities.
• Being self-motivated and organized is an essential part of the job.
• Knowledge of clinic workflow is needed.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment.

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.
• 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.