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Veterans Health Administration is Hiring an Advanced Medical Support Assistant Near Tampa, FL

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.
• 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; OR,
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• English Language Proficiency: Must be proficient in spoken and written English.

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).

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, GS6

Experience: One year of experience equivalent to the [GS-5] grade level.

Assignment. The Advanced MSA 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 utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs 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 discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1. 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.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3.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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

Preferred Experience:

• Scheduling consults
• Researching
• Medical Terminology
• Cleaning Reports
• Encounters
• Multi-tasking
• Providing 5 Star Customer Service

References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.

The full performance level of this vacancy is GS 6.


Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

Responsibilities:

As the Advanced Medical Support Assistant you will work with the guidance of the Supervisor in the assignment of functions with all Medical Support Assistants in Administrative Medicine Service in order to meet routine and unusual deadlines and priorities. Serves as work AMSA assuring the medical and administrative support work assignments in Administrative Medicine Service/NVCC are carried out. Advanced Medical Support Assistant duties consist of but are not limited to the following:

• Uses algorithms to disposition consults and customer service inquiries concerning referral of Veterans to care in the community.
• Treats Veterans with dignity, courtesy and respect in keeping with the principles and practices of Veteran-Centered Care.
• Communicates with all internal and external customers in a courteous, positive, open, honest, cooperative manner, and treats all with dignity and respect.
• Responsible for scheduling New Consults and procedures appointments for the assigned section.
• Responds to all inquiries in person, by e-mail, and telephone in a courteous manner and as quickly as the situation dictates.
• Resolves all issues and carries them through to completion in a timely manner appropriate to the situation; directs inquires to appropriate personnel or department hen usable to personally address the issue. Informs supervisor or appropriate management official of any issue or potential incident where a customer may be dissatisfied or angry as a result of information provided.
• Interacts with patients, supervisors, staff, visitors, and non-VA personnel reflecting a working knowledge of cultural differences in language, communication style, physical limitations and other diversity-related factors.
• Exercises good judgement, tact and skill in communication and interpersonal relations.
• Builds customer confidence by professional dress and demeanor in accordance with the policy on personal attire.
• Provides care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive; emotional, and chronological maturation of the patient.
• Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs and to provide care needed as described in the services' policies and procedures.
• Provides guidance and technical direction necessary for accomplishing the medical support work to the various Sections within Administrative Medicine Service/NVCC.
• Develops and manage a tracking system for follow up care.
• Assists in monitoring, tracking, and reporting on Quality Control Measures such as performance measures.

Work Schedule: Mon-Fri 8:00 AM - 4:30 PM
Telework: Available
Virtual: This is a virtual position
Functional Statement #: 40514F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Job Summary