Medical Support Assistant (Advanced)-Mental Health

Summary

The Advanced Medical Support Assistant position (MSA) serves above the full performance level as a Mental Health (MSA) and is a foundational role within the VHA Behavioral Health Interdisciplinary Program Team-Based Care (BHIP) initiative. Patient care is delivered in a team-based model known as the BHIP.

About the Role

At 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 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. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates 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 necessary.

Responsibilities

• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. BHIP) and performs receptionists' duties, customer service, and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
• Aids with clinic access contingency plans by adjusting appointment times, location, or dates as well as shifting patients to other healthcare providers when conflicts with staffing and/or coverage occur.
• Safeguards patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number.
• Validates and updates 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.
• Explain the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
• Collects, scans, and updates health insurance information serving a major role in the revenue process. Identifies patients with third-party insurance and promotes veteran registration for and utilization of My HealtheVet (MHV).
• Serves as front-line contact for patients and staff. Sets the tone for perception concerning quality of healthcare services at the VA. High degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
• Ensures that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning.
• Screen/receives phone calls in a courteous and timely manner, determines the nature of requests, and provides the information desired using privacy rules and established clinic processes.
• Interprets and communicates requirements of VHA Scheduling Directives and completes accurate scheduling responsibilities:
  • Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner.
  • Notify supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
  • Daily review of active/pending consults, Mental Health Databases, and MHTC assignments.
  • Participates in the daily BHIP huddles and weekly team meetings where patient care planning and management occur.
• Must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.

Requirements

• 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.
• No experience required.
• High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration - None.
• 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).

Qualifications

• Experience: One year of creditable experience equivalent to the next lower grade.
• Knowledge: 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.
• Knowledge: 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.
• Knowledge: Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Ability: 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.
• Ability: Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations.
• Ability: Ability to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customers.

Skills

• Collaboration and communication with a wide range of medical clinicians across multiple disciplines.
• Independent prioritization and organization of work to meet deadlines.
• Tactful and effective communication with internal and external customers.

Benefits

• Competitive salary and regular salary increases.
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year).
• Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience.
• Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• Child Care Subsidy: After 60 days of employment - full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
• Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).

Pay

Competitive salary and regular salary increases.

Schedule

Monday to Friday 8:00am to 4:30pm.

References

For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards.

Physical Requirements

Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.

Functional Statement #

53742-F

Permanent Change of Station (PCS)

Not Authorized