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Advanced Medical Support Assistant

3 months ago

Fort Wayne, Indiana, United States VETERANS HEALTH ADMINISTRATION Full time
Summary

The Advanced Medical Support Assistant provides work relating to the care and treatment of patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff, and ancillary support services.

Incumbent serves as a point of contact for the units, clinics, patient, call centers, CitC, to include but not limited to; scheduling appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the record.

Qualifications The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series.

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
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.

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Experience and Education
Experience
Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education
One year above high school TRANSCRIPTS REQUIRED; OR Experience/Education Combination
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
TRANSCRIPTS REQUIRED Certification
None required
Creditable Experience (1) Knowledge of MSA Practices
To be creditable, the experience must have demonstrated the 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 setting
Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
(2) Quality of Experience
Qualifying 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
For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time
(3) Part-Time Experience
Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek
For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service
Grade Determinations In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Advanced Medical Support Assistant, GS-6 Experience - One (1) full year of experience equivalent to the GS-5 grade level
This experience may include but is not limited to; independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting
Advises clinical staff on current administrative processes
The AMSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments
Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.)

Note:
This experience must be clearly demonstrated in your resume
Demonstrated Knowledge, Skills, and Abilities
Candidates must demonstrate all of the KSAs below: 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 due to the technical nature of language utilized by clinicians

References:
VA Handbook 5005/117 PART II APPENDIX G45

Physical Requirements:
The work of this position is primarily sedentary in an office setting, primarily while seated working closely with others or alone
There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc
The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of a medical office and/or meeting or training room
The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone
In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern
The work area is adequately lighted, heated, and ventilated
See VA Directive and Handbook 5019.

Duties "VA Careers -
Medical Support Assistant:

Medical Support Assistant:
.pdf This is an Open Continuous Announcement that will be used for filling Advanced Medical Support Assistants for any of the facilities/services located within the VA Northern Indiana Health Care System catchment area until September 30, 2024.
Qualified applicants will be referred as vacancies become available.
We utilize Open Continuous announcements to accept applications in anticipation of vacancies.
Extended announcements provide us a readily available source of applicants do when vacancies do occur.
If a vacancy does not occur, no further notification concerning the announcement will be provided.

The work includes but is not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

Provides 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 to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary.

Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.

Process incoming patient secure messaging and coordinates with care team as appropriate; participates in team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting 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 pre-appointment information and/or requirements to assure readiness for patient visit/procedure; 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.


Work Schedule:
Typically administrative in nature, but may include off-tours (evenings).

Individual schedules will be discussed during the interview process and are subject to change based upon the needs of the Agency.

Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance):

Not Authorized Pay:
Competitive salary and regular salary increases.
Paid Time Off: 37-50 days of annual paid time offer per year days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year).

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)

Telework:
Some AMSA positions may have some Telework availability.
Incumbent must live or re-locate to an area within commuting distance (50 mile radius) of the Facility.

Virtual:
This is not a virtual position.

Functional Statement #:
Varies dependent on service line Permanent Change of Station (PCS):

Not Authorized Financial Disclosure Report:
Not required"