Medical Support Assistant (Advanced)

The Women Veterans Program Advanced Medical Support Assistant AMSA Serves as the initial point of contact at VA Northern California Healthcare System, (VANCHCS) Women Veterans Program. The AMSA is responsible for scheduling patient appointments Tracking, reviewing and responding to electronic orders, consults and other elements in the electronic medical record and medical systems.

Qualifications:

Basic Requirements:

• Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
• Experience and Education:
  1. 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,
  2. Education. One year above high school; OR,
  3. Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  4. Certification. None required.
  5. 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 Hybrid Title 38 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.

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 [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.

Preferred Experience: Six (6) months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skill needed to perform the duties of the position.
Experience working with the women Veterans in customer service capacity, including training in trauma-informed care.

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.

Physical Requirements: See VA Directive and Handbook 5019.

Responsibilities:

Major duties include, but are not limited to the following:

• Coordinates all aspects of appointment scheduling for the Women Veterans Program, including appointments for WVP, Social workers, Maternity care coordinators, Postpartum care coordinators, lactation counselors, Breast Cancer Care coordinators, and educators.
• Overseas and manages all tracking, spreadsheets of consults and scheduled appointments across multiple WVP programs.
• Utilizes advanced knowledge of clinical flow and scheduling guidelines to ensure timely access to care.
• Tracks and follows up on pending consults, tracks consults from receiving consults by clinician contact attempts, scheduling appointments. No shows or cancellations through consult completion
• Identifies incomplete encounters and communicates findings to providers.
• Manages recall reminders and proactive patient outreach to maintain continuity of care.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information to determine whether the patient requires an immediate or urgent appointment.
• Coordinates care as needed with WVP staff and other staff members.
• Identifies and assists with connection to eligibility and enrollment for enrollment and eligibility questions, updating next of kin or emergency contact information, etc.
• Validates and updates patient contact information to CPRS and for event notification.
• Completes LEAF entries for blocking clinics for WVP staff for call outs.
• Performs data entry and validation for program reports and tracking tools as directed by WVPM, DWVPM, and AO.
• Review scheduling accuracy encounter. Completion and shores compliance clinic utilization standards and clean directives.
• Assists with ensuring clinic profiles for WVP staff are accurate and optimized for efficient scheduling.

Work Schedule: 8:00am - 4:30pm

Telework: Adhoc Only

Virtual: This is not a virtual position.

Pay: Competitive salary and regular salary increases.

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)

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)

Salary : $417