Advanced Medical Support Assistant

Summary The WNY VA Healthcare System is hiring an Advanced Medical Support Assistant (MSA) in the Health Administration Service department. The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports - ensures that the clinic setup is closely monitored to effectively support the needs of the clinic and makes any necessary adjustments. 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 PolicyExperienceNoneEducationHigh school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationLicensure/Certification/RegistrationNoneGrandfathering ProvisionMay 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)Foreign EducationTo be creditable - education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentialsPhysical RequirementsSee VA Directive and Handbook 5019 - Employee Occupational Health Service for requirementsEnglish Language ProficiencyCandidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)Creditable ExperienceTo be creditable - the experience must have required the use of knowledge - skills - and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient settingExperience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic settingPart-Time ExperiencePart-time experience is creditable according to its relationship to a full-time workweekFor example - an individual employed 20 hours per week - or on a half-time basis - would receive credit for 1 full-time workweek for each 2 weeks of service Quality of ExperienceQualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level of the position being filledFor all assignments above the full performance level (FPL) - 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 timeGrade Determinations: In addition to the basic requirements for employment - candidates must meet the following grade-determining criteria for placement at grade levels specifiedMedical Support Assistant (Advanced) - GS-06ExperienceOne year of creditable experience equivalent to the next lower gradeKnowledge - Skills - and Abilities (KSAs)In addition to the experience above - the candidate must demonstrate the following KSAs: 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 careAdvanced 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 - etcAdvanced knowledge of medical terminology due to the technical nature of language utilized by cliniciansAbility 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 metAbility to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulationsAbility to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customersThis may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concernsAssignmentFor all assignments above the FPL - the higher-level duties must be 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 timeAt the advanced level - the Medical Support Assistant (Advanced) (AMSA) performs difficult and responsible specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery modelWork 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 resourcesRecommend changes to existing clinic procedures based on current administrative guidelinesExpertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery modelCoordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics - and makes adjustments as necessaryMSAs 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 dischargecommunicate with non-VA medical facilitiesprepare correspondence to notify patients of normal lab resultsmanage 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 appropriateparticipates 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 teamsetting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needsidentifies incomplete encounters and communicates findings to providersas neededassists the team to reinforce the plan of care and self-help solutionsenters appropriate information into the electronic recordmonitors pre-appointment information and/or requirements to assure readiness for patient visit/proceduremanages patient systems to verify and validate accuracy and resolve issuesevaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointmentinforms team members about shared patients (i.e. - those who receive their care at multiple VA centers or those who receive care in the community)Preferred Experience: Call Center experience Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/The full performance level of this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements. Duties The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g. - Clinic Utilization Statistical Summary) - ensures that the clinic setup is closely monitored to effectively support the needs of the clinic and makes any necessary adjustmentsThe employee develops/maintains effective and efficient communication with patients and/or caregivers - interdisciplinary team - VA medical centers - and other agenciesDuties include - but are not limited to: The MSA utilizes multiple computer applications - as well as the integrated electronic medical record systemSuccessful performance in this position requires knowledge of medical terminology - administrative and department procedures for the management of records and forms - information security and exchange - management of reports and data - scheduling of patient appointments - telephone care - and public relations/customer serviceAnalytical ability - judgment - discretion - and dedication to customer service are required daily to carry out the functions of this positionAssignments at this level include but are not limited to: aReceives and relays incoming and outgoing telephone messagesbChecks patients in and out from appointmentscSchedules return to clinic orders dSet up clinic paperwork eProcess faxes - scanning - and printing of documents fDirects patients to other areas of the hospital gChanges and reschedules clinics hGreets patients when presenting iCancel's and reschedules appointments The Advanced MSA contacts patients - VA Medical Center staff - and community medical staff dailyThis front-line contact will affect the perception of the quality of healthcare services provided by the VAA high degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatmentA caring - compassionate - and sensitive manner is essential when explaining procedures to Veterans and family members - both in person and on the phoneVariations in work result from changing priorities which frequently depend upon the urgency of the situationMSA must use a high degree of tact - poise - empathy - diplomacy and compassion dealing with Veterans - families - caregivers - fellow co-workers and hospital staffThe work involves discussion with patients or their representatives to collect data for administrative processing - making referrals - scheduling - coordinating - and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulationsIt is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria - standard processing in every facet of the coordination process and the MISSION Act as it applies to Community CareLastly - VACC MSAs will remain flexible through any future iterations or changes in processVA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoTotal Rewards of a Allied Health Professional Work Schedule: Monday-Friday 7:45am - 4:15pm Telework: Not Available Virtual: This is not a virtual positionFunctional Statement #: 21J84-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized