Medical Support Assistant (Advanced)

Summary The Advanced Medical Support Assistant (AMSA) position is in the Primary Care ICC located at the Burlington VA Clinic. The AMSA is the first administrative point-of contact for Veterans - family - and other visitors contacting the Iowa City VA Health Care System. The incumbent will provide introductory administrative support to clinical staff members and Veterans - in addition to overseeing the daily clerical functions of the scheduling of all Primary Care areas. Qualifications Basic Requirements: aCitizenshipBe a citizen of the United States (U.S.)Non-citizens may be appointed when it is not possible to recruit qualified citizens bExperienceNonecEducationHigh school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationdLicensure/Certification/RegistrationNonefForeign 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 credentialsgPhysical RequirementsSee VA Directive and Handbook 5019 - Employee Occupational Health Service for requirementshEnglish Language ProficiencyCandidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)Grade Determinations: Medical Support Assistant (Advanced) - GS-6 ExperienceOne year of experience equivalent to the GS-5 grade level Examples of qualifying experience - include but are not limited to - independently performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient settingAdvising clinical staff on current administrative processesPerforming administrative support duties including answering phones - greeting patients - relaying messages to appropriate medical staff inside or outside of the unit - scheduling appointments - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelinesDemonstrated Knowledge - Skills - and AbilitiesIn addition to the experience requirement - all candidates must demonstrate all of the KSAs below: (a) 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(b) 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(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians(d) 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(e) Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations(f) Ability 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 concernsReference: 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. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this positionQuestions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Duties NOTE: The 2-page Resume requirement does not apply to this positionFUNCTIONS OR SCOPE OF ASSIGNED DUTIES: Communication Demonstrates positive people skills in interactions which reflect caring - service orientation - professionalism - understanding - helpfulness and concern toward Veterans - visitors - and other employees of the Medical Center in both verbal and written communicationMaintains Veteran rights - confidentiality - and individualityResolves issues at the lowest level and in a timely mannerSet limits/boundaries which are clearly defined within the MSA/Veteran relationshipHave Advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistanceParticipate in and independently follow up on team huddles/meetings - sharing information and collaborating with the medical team assuring continuity of careIs the main point of contact for all Secure Messages/Message Manager sent to their teamwill either fulfill the request or forward to the appropriate staff for follow up and completionAdministrative and Operational Is an expert in the department for scheduled and unscheduled visitsMaintains flexibility in adapting to changes in schedule and workloadAssists other team members willinglyPrepare reports in various formats and present data to various organizational levelsScreens call and determine if the call requires attention from a Registered Nurse - Licensed Practical Nurse - Provider - or other designated professionalMaintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA)Enters appropriate information into the Veterans electronic medical recordAssures appropriate forms including and documents are presented - sent out - or completed by the VeteransFacilitates Release of Information for records and documents being received from outside facilities monitor and track the progress of received required informationProvides advanced clerical support to the area they are assigned - including support to any staff memberSets deadlines and priorities - adjusting the flow to help meet those deadlines and workloadObtains and monitors the use of services - supplies - and equipment for their offices areaUpdates Veteran's demographic information to include the following: address - phone number - insurance - preferred method of communication - guardianship reminder - and other information as new programs are added or changedReceives and responds to inquiries via Secure Messaging - Message Manager - VAR - VEText - letters - or phone callsThese can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member - requesting tests or medications - questions on appointments - scheduling - and various other inquiriesThe MSA can recognize and refer urgent inquiries to clinical staff for immediate action as neededWork Schedule: Monday - Friday8:00 AM - 4:30 PM Telework: Not available Virtual: This is not a virtual positionFunctional Statement #: 000000 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized