Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant (AMSA) serves in the Coralville Mental Health Clinic with the Iowa City VA Health Care System. The AMSA impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.

Qualifications:

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. No experience required
Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
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.
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:

1. Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
2. 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.
3. 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:

Medical Support Assistant (Advanced), GS-6
Experience. One year of experience equivalent to the GS-5 grade level.

Examples of qualifying experience: Independently performs a full range of MSA duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. Answers phones, greets patients, relays messages to appropriate staff inside or outside of the unit, schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

AND

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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.
ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
iii. 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.
iv. 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.
v. 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.
vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Reference: 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: See VA Directive and Handbook 5019

Responsibilities:

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (e.g. PACT, BHIP) and performs receptionist 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. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The MSA participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.

Duties include, but are not limited to:

• Supporting administrative and professional staff by request for information, the resolution of concerns or general problems of the patient or the significant in-home caregiver. This individual plans, organizes and coordinates the daily activity of the Mental Health outpatient clinic.
• Anticipates and accomplishes administrative duties which include but are not limited to: maintaining administrative files; timekeeping; ordering equipment and other necessary supplies; delivering, receiving and distributing mail, processing incoming consultations; and entering data in an accurate and timely fashion
• Accurately inputs data requesting consults, follow-up appointments or treatment and generates letters to patients informing them of clinic appointments.
• Contacts patients to schedule, cancel, reschedule or to remind them of appointments
• Receives contacts from and provides assistance to veterans and families, non-VA clinicians, government representatives and veterans' service organizations
• Responds to routine technical questions regarding patients' rights and responsibilities and medical eligibility for care.
• Continually monitors patient flow, maintains contact with clinical support staff of the patient care team to resolve delays and miscommunication.
• Participates in orienting and advising physicians, residents, interns and other allied health professionals regarding medical administration matters such as, logistical questions, patient travel and procurement of support services.
• Attempts to address patient complaints as a first level contact before issues elevate to a supervisor or patient representative.
• Special projects or assignments may be given with varying duration in length and complexity.
• Obtains and monitors the use of supplies or equipment in the clinic. Requests office equipment and supplies as needed.
• May perform timekeeping duties with proper training.
• May serve as an Automated Data Processing Application Coordinator (ADPAC) with proper training.

Work Schedule: Monday - Friday, 8:00am - 4:30pm
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 00000
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized

Salary : $49,711