Advance Medical Support Assistant

Advanced Level Medical Support Assistant

The Advanced Level Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative. Responsibilities include: working collaboratively in an interdisciplinary coordinated care delivery model, performing receptionist duties, customer service, and other duties assigned for the proper and timely treatment of patients, and maintaining appointment schedules for one or more outpatient clinics. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification. ID is to be accomplished by visually verifying the Veteran's full name and full SSN or DOB. Sources of ID may include VHIC card, social security card, or a military ID. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Incumbent processes medical releases of information (ROI) requests for information from patients' medical records for release to appropriate facility, agency, or physician. Incumbent refers requests to the appropriate staff in regards to medico-legal releases of information to attorneys and courts pertaining to Tort Feasor (Third Party Liability), Workman's Compensation, Labor and Industries, and subpoenas. Incumbent screens and follows through on all incoming telephone calls from attorneys, insurance representatives regarding legal cases and requests under the Privacy Act, referring them to the appropriate staff.

The Advanced MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Responsible for appropriately reviewing, answering, and/or forwarding Secure Messages received from Veterans/patients.

Work Schedule: Monday- Friday 8:00am till 4:30pm Virtual: This is not a virtual position.

Requirements Conditions of Employment: You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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.

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. Language: Must be proficient in written and spoken English. 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). Grade Determinations: Experience. One year (1) of specialized experience equivalent to the next lower grade level (GS-05). AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1.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. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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. 4. 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. 5. 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.

The full performance level of this vacancy is 6. Physical Requirements: The work is performed behind a desk or counter in a general office setting, mostly sedentary, requiring standing, some walking and carrying of light items; such as medical records, papers and log books.

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. You can verify your education here.