Advanced Medical Support Assistant

Summary

The Advanced MSA works collaboratively in a coordinated care delivery model 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. The incumbent 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.

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
• English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005 - part II - chapter 3 - section A - paragraph 3j
• Experience and Education: Experience: Six months experience of clerical - office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position
• or Education: High School Diploma
• or Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• Grade Determinations: GS-6 Advanced Medical Support Assistant
• Specialized Experience: In addition to the basic requirements - to qualify for the GS-6 grade level requires a minimum of one (1) full year of specialized 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.)
• In addition - you must have experience which demonstrates the following knowledge - skills and abilities: Ability to collaborate - communicate - set priorities - and organize the work in order to meet deadlines - ensuring compliance with established processes - policies - and regulations
• Ability to communicate tactfully and effectively - both orally and in writing - in order to meet program objectives
• This may include preparing reports in various formats and presenting data to various organizational levels
• Advanced knowledge of the technical health care process as it relates to access to care
• Advanced knowledge of managing a clinic
• This includes independently utilizing reference sources - decision making - and empowering the team to collaborate and resolve problems within a complex systems environment
• Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow - patient care - and the revenue process
• 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/
• Physical Requirements: Work is generally sedentary in nature with some walking - standing and bending
• Occasionally requires moderate physical activity - e.g
• carrying light items such as books and papers - or lifting boxes or records.
  
  

Duties

• The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model 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
• The incumbent 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.The Advanced MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area - or rotate in any MSA area
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number
• The patient may also present the Veterans Health Identification Card (VHIC) for identification
• The incumbent must use each interaction with the patient to validate and update patient demographic information - either in person during check-in or over the phone - to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number
• The Advanced MSA fully participates in the daily teamlet huddles and/or weekly team meetings where patient care planning and management occur
• Work Schedule: 0800-0430pm Virtual: This is not a virtual position
• Financial Disclosure Report: Not required