Advanced Medical Support Assistant
The Advanced Medical Support Assistant (MSA) is responsible for providing clinical level assistance to all Veterans in VISN 12 to ensure a smooth process for the management of his/her outpatient appointments, as well as, support work in connection with the care and treatment given to the Veterans. This includes 24/7 care to eight VA Hospitals and 39 Community Based Outpatient Clinics. The incumbent accomplishes this by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT), ensuring that the clinic setup is closely monitored to effectively support the needs of the PACT Teams, Specialty Clinics, Hospitals, and Emergency Rooms. The Advanced MSA will work with the Lead MSA in setting priorities and deadlines and providing input in problem solving operational issues or procedures. All incoming calls directed to the VISN 12 Telephone Care Service will be screened by the Advanced MSA to determine whether those calls can be appropriately handled by the agent or if they need to be directed to other team members, thus improving responsiveness to Veterans' questions and concerns and reducing the overall cost of care by controlling the use of resources. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day to day operations. Advanced Medical Support Duties Include:
- Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, and Hospitals). - Accurately maintain appointment schedules for multiple outpatient clinics within VISN 12. - Compile data regarding access to same day appointments for Veterans accessing care through Telephone Care Service (TCS). - Assist in appointment cancellation and/or coordination as requested by the Patient. - 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. - Participates in the daily team huddles, monthly department huddles and staff meetings where patient care planning and management occur. - Document patient needs and ensure these are communicated to the PACT and Providers through the computerized triage system entitled, Call Log Reporter. - Screen patient medical and mental health concerns through Telephone Care Service (TCS) Standard Operating Procedures. - Utilizing the computerized software program Telecare Record Manager, Screening Guidelines, CPRS, and VISTA. - Notifies the PACT, Specialty Clinics, and Mental Health Providers of outside physician community care as indicated. - Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff. - Notifies his/her supervisor when clinic access is less than desirable. - Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. - Compiles weekly data and statistical reporting for average speed of answer and clinic accessibility. - Ability to work in a busy environment, multi-task, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls. - Performs other duties as assigned. Work Schedule:
Rotating Days and Evenings - Rotating Weekends and Holidays Financial Disclosure Report:
Not Required Relocation/Recruitment Incentive:
Not Authorized To qualify for this position, applicants must meet all requirements by the closing date of this announcement on 11/06/2020. BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. -OR- Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) -OR- Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 LEVEL GRADE REQUIREMENTS:
SPECIALIZED
Experience:
Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to:
Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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.). AND KNOWLEDGE, SKILLS, AND ABILITIES:
You also must demonstrate the following KSAs:
KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-4. 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. KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. REFERENCE:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
Estimated Salary: $20 to $28 per hour based on qualifications.
- Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, and Hospitals). - Accurately maintain appointment schedules for multiple outpatient clinics within VISN 12. - Compile data regarding access to same day appointments for Veterans accessing care through Telephone Care Service (TCS). - Assist in appointment cancellation and/or coordination as requested by the Patient. - 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. - Participates in the daily team huddles, monthly department huddles and staff meetings where patient care planning and management occur. - Document patient needs and ensure these are communicated to the PACT and Providers through the computerized triage system entitled, Call Log Reporter. - Screen patient medical and mental health concerns through Telephone Care Service (TCS) Standard Operating Procedures. - Utilizing the computerized software program Telecare Record Manager, Screening Guidelines, CPRS, and VISTA. - Notifies the PACT, Specialty Clinics, and Mental Health Providers of outside physician community care as indicated. - Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff. - Notifies his/her supervisor when clinic access is less than desirable. - Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. - Compiles weekly data and statistical reporting for average speed of answer and clinic accessibility. - Ability to work in a busy environment, multi-task, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls. - Performs other duties as assigned. Work Schedule:
Rotating Days and Evenings - Rotating Weekends and Holidays Financial Disclosure Report:
Not Required Relocation/Recruitment Incentive:
Not Authorized To qualify for this position, applicants must meet all requirements by the closing date of this announcement on 11/06/2020. BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. -OR- Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) -OR- Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 LEVEL GRADE REQUIREMENTS:
SPECIALIZED
Experience:
Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to:
Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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.). AND KNOWLEDGE, SKILLS, AND ABILITIES:
You also must demonstrate the following KSAs:
KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-4. 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. KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. REFERENCE:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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