Medical Support Assistant (Advanced)
U.S. Department of Veterans Affairs, Huntington, WV, United States
Summary
The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Health Administration Service at the Hershel "Woody" Williams VA Medical Center – Huntington – West Virginia. The incumbent provides support work relating to the care and treatment given to patients in outpatient clinics (including clinic cancellations and float AMSAs). The work includes functions such as serving as an initial point of contact for the clinics and patient call centers.
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
Education: High school diploma – General Education Development equivalency certificate – or proficiency certificate from a state or territorial‑level Board or Department of Education
Certification: None required
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
English Language Proficiency
MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 – Part II – Chapter 3 – Section A – paragraph 3.j
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)
Grandfathering Provision
All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title – series – and grade held – [which] are [a] part of the basic requirements of the occupation
For employees who do not meet all the basic requirements required in this standard – but who met the qualifications applicable to the position at the time they were appointed to it – the following provisions apply: Such employees may be reassigned – promoted – or [changed to a lower grade] within the occupation
Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed – on a temporary or permanent basis – until they fully meet the basic requirements of the standard
If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation – the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Grade Determinations: Advanced Medical Support Assistant GS‑6 Grade Level: Experience: One year of experience equivalent to the GS‑5 grade level
Experience is defined as experience that includes – but is not limited to: scheduling – canceling – re‑scheduling patient’s appointments and/or consults
Entering no‑show information
Monitoring the electronic wait list
Preparing for clinic visits
Monitoring both inpatient and outpatient appointments for areas of responsibility
Ensuring encounter forms are completed in order to obtain appropriate workload credit
Verifying and updating demographics and insurance information
Processing all emergency and non‑emergency transfers to other VA facilities or private hospitals
Performing basic eligibility – co‑pays and pre‑authorization requirements for specific coverage (i.e. – TRICARE – sharing agreements – etc.)
Candidates must also be able to demonstrate all the following knowledge – skills – and abilities for the GS‑0679‑6 level to qualify for this position:
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 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
This may include preparing reports in various formats and presenting data to various organizational levels – as well as resolving patient concerns
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
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
Advanced knowledge of medical terminology and abbreviations
Reference: For more information on this qualification standard – please visit https://www.va.gov/ohrm/QualificationStandards/
The full performance level of this vacancy is a GS‑06
The actual grade at which an applicant may be selected for this vacancy is a GS‑06
Physical Requirements: VA Directive and Handbook 5019
Work is partially sedentary – with frequent walking – standing – bending
Carrying of light items such as papers and books – or small parts
Some slight physical effort may be required
Incumbent may be susceptible to eyestrain from working long hours on the computer
Duties
VA Careers – Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo. Duties include – but are not limited to: provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model
Provides specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics and specialties including clinic cancellations
Recommends changes to existing procedures based on current administrative guidelines
Has 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 the clinic schedules are closely monitored to effectively support the needs of the clinics (and adjust – as needed)
Develops and/or maintains effective and efficient communication with the patient – interdisciplinary coordinated care models – VA medical centers – and other agencies (e.g. – assists with communications during the inpatient to outpatient discharge)
Communicates with non‑VA medical facilities
Manages a system for follow‑up care such as consults – tests – etc
Participates in team huddles and team meetings (staff meetings) to manage – plan – problem solve – and follow‑up with patient care by sharing information and collaborating with the interdisciplinary team and with the HAS supervisory team
Sets priorities and deadlines – as needed
Adjusts the flow and sequencing of the work to meet team and patient needs
Identifies incomplete encounters and communicates findings to providers – as needed
Assists the team to reinforce the plan of care and self‑help solutions
Enters appropriate information into the electronic record monitors and updates pre‑appointment information (demographics – including insurance capture) and/or requirements to assure readiness for patient visit/procedure – as needed manages patient systems to verify and validate accuracy and resolve issues
Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
Informs team members about shared patients (i.e. – those who receive their care at multiple VA medical centers or those who receive care in the community)
Complies with local HAS‑MCMs and SOPs that pertain to their work area
Works staggered shifts and/or weekends – as required and assigned (mostly pertains extended hour clinic AMSAs)
AMSAs rotate throughout the clinics – to include phone unit – consult team and clinic cancellations – as needed – in a fair and equitable rotation
Processes commitments – as needed
Processes patient funds – as needed
Conducts patient surveys – as requested
Processes MSA portion of travel consult – as needed
Contacts Travel office with patient date of travel – as needed
Completion of all required training within set time frames
Work Schedule: Varied tours of duty
Based on the need of the facility Telework: Not available Virtual: This is not a virtual position
Functional Statement #: 22050-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
#J-18808-Ljbffr
The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Health Administration Service at the Hershel "Woody" Williams VA Medical Center – Huntington – West Virginia. The incumbent provides support work relating to the care and treatment given to patients in outpatient clinics (including clinic cancellations and float AMSAs). The work includes functions such as serving as an initial point of contact for the clinics and patient call centers.
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
Education: High school diploma – General Education Development equivalency certificate – or proficiency certificate from a state or territorial‑level Board or Department of Education
Certification: None required
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
English Language Proficiency
MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 – Part II – Chapter 3 – Section A – paragraph 3.j
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)
Grandfathering Provision
All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title – series – and grade held – [which] are [a] part of the basic requirements of the occupation
For employees who do not meet all the basic requirements required in this standard – but who met the qualifications applicable to the position at the time they were appointed to it – the following provisions apply: Such employees may be reassigned – promoted – or [changed to a lower grade] within the occupation
Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed – on a temporary or permanent basis – until they fully meet the basic requirements of the standard
If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation – the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Grade Determinations: Advanced Medical Support Assistant GS‑6 Grade Level: Experience: One year of experience equivalent to the GS‑5 grade level
Experience is defined as experience that includes – but is not limited to: scheduling – canceling – re‑scheduling patient’s appointments and/or consults
Entering no‑show information
Monitoring the electronic wait list
Preparing for clinic visits
Monitoring both inpatient and outpatient appointments for areas of responsibility
Ensuring encounter forms are completed in order to obtain appropriate workload credit
Verifying and updating demographics and insurance information
Processing all emergency and non‑emergency transfers to other VA facilities or private hospitals
Performing basic eligibility – co‑pays and pre‑authorization requirements for specific coverage (i.e. – TRICARE – sharing agreements – etc.)
Candidates must also be able to demonstrate all the following knowledge – skills – and abilities for the GS‑0679‑6 level to qualify for this position:
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 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
This may include preparing reports in various formats and presenting data to various organizational levels – as well as resolving patient concerns
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
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
Advanced knowledge of medical terminology and abbreviations
Reference: For more information on this qualification standard – please visit https://www.va.gov/ohrm/QualificationStandards/
The full performance level of this vacancy is a GS‑06
The actual grade at which an applicant may be selected for this vacancy is a GS‑06
Physical Requirements: VA Directive and Handbook 5019
Work is partially sedentary – with frequent walking – standing – bending
Carrying of light items such as papers and books – or small parts
Some slight physical effort may be required
Incumbent may be susceptible to eyestrain from working long hours on the computer
Duties
VA Careers – Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo. Duties include – but are not limited to: provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model
Provides specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics and specialties including clinic cancellations
Recommends changes to existing procedures based on current administrative guidelines
Has 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 the clinic schedules are closely monitored to effectively support the needs of the clinics (and adjust – as needed)
Develops and/or maintains effective and efficient communication with the patient – interdisciplinary coordinated care models – VA medical centers – and other agencies (e.g. – assists with communications during the inpatient to outpatient discharge)
Communicates with non‑VA medical facilities
Manages a system for follow‑up care such as consults – tests – etc
Participates in team huddles and team meetings (staff meetings) to manage – plan – problem solve – and follow‑up with patient care by sharing information and collaborating with the interdisciplinary team and with the HAS supervisory team
Sets priorities and deadlines – as needed
Adjusts the flow and sequencing of the work to meet team and patient needs
Identifies incomplete encounters and communicates findings to providers – as needed
Assists the team to reinforce the plan of care and self‑help solutions
Enters appropriate information into the electronic record monitors and updates pre‑appointment information (demographics – including insurance capture) and/or requirements to assure readiness for patient visit/procedure – as needed manages patient systems to verify and validate accuracy and resolve issues
Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
Informs team members about shared patients (i.e. – those who receive their care at multiple VA medical centers or those who receive care in the community)
Complies with local HAS‑MCMs and SOPs that pertain to their work area
Works staggered shifts and/or weekends – as required and assigned (mostly pertains extended hour clinic AMSAs)
AMSAs rotate throughout the clinics – to include phone unit – consult team and clinic cancellations – as needed – in a fair and equitable rotation
Processes commitments – as needed
Processes patient funds – as needed
Conducts patient surveys – as requested
Processes MSA portion of travel consult – as needed
Contacts Travel office with patient date of travel – as needed
Completion of all required training within set time frames
Work Schedule: Varied tours of duty
Based on the need of the facility Telework: Not available Virtual: This is not a virtual position
Functional Statement #: 22050-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
#J-18808-Ljbffr