Medical Support Assistant (Advanced)

Summary

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
• 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
  
  

Duties

• 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 Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year)
• Selected applicants may qualify for credit toward annual leave accrual - based on prior military service experience
• 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: Not available Virtual: This is not a virtual position
• Functional Statement #: 00000 Permanent Change of Station (PCS): Not authorized