Medical Support Assistant (Advanced)

Serves as Advanced Medical Support Assistant (AMSA) for the Spinal Cord Injury Service at the VA San Diego Healthcare System. Provides specialized administrative and patient support in a complex interdisciplinary clinic setting. Schedules and coordinates appointments and consults, manages clinic communication, updates demographics and insurance, monitors consults, supports providers and Veterans, maintains confidentiality, and ensures quality customer service and care coordination daily.

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.
• 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).

GS-6 Advanced MSA Experience; In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge, Skills, and Abilities (KSAs):

• 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.

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.).Other assignments at this level include, but are not limited to:

• Process incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.
• Participates in team huddles and 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 (i.e. those who receive their care at multiple VA centers or those who receive care in the community).
• For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679.

Physical Requirements: See VA Directive and Handbook 5019.

Responsibilities:

Duties include but are not limited to:

• Schedules, cancels, and reschedules patient appointments and consults in accordance with VHA scheduling guidelines.
• Verifies provider orders and processes administrative actions related to patient care.
• Monitors outpatient appointments and consult tracking systems to ensure timely follow-up.
• Updates patient demographics, insurance, eligibility, and co-pay information during check-in.
• Coordinates communication between Veterans, providers, specialty clinics, and ancillary services.
• Answers and directs telephone calls and visitor inquiries while providing excellent customer service.
• Relays messages and information to interdisciplinary team members and providers.
• Prepares patients for clinic visits and ensures appointment information is provided before departure.
• Identifies delays or issues in care coordination and recommends corrective actions to leadership.
• Maintains accurate records using CPRS, ISS, VistA GUI Scheduling, and consult tracking systems.
• Protects patient privacy and maintains confidentiality in compliance with HIPAA, FOIA, and Privacy Act requirements.
• Maintains organized and professional workspaces to promote a welcoming clinic environment.
• Assists Veterans of varying age groups and cultural backgrounds with sensitivity and professionalism.
• Works independently while following established VA policies, procedures, and administrative regulations.
• Other duties as assigned.

Work Schedule: Monday- Friday, 7:30 am to 4:00 pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Salary : $56,247