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Job Title: Advanced Medical Support Assistant
Company Name: Veterans Affairs, Veterans Health Administration
Location: Augusta, ME
Position Type: Full Time
Post Date: 09/12/2018
Expire Date: 11/11/2018
Job Categories: Agriculture, Forestry, & Fishing, Customer Service and Call Center, Finance/Economics, Healthcare, Practitioner and Technician, Human Resources, Information Technology, Insurance, Military, Medical, Writing/Authoring
Job Description
Advanced Medical Support Assistant
Duties include, but are not limited to:

* Reviews the clinics appointment schedule to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the Veterans.
* Develops and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.
* Incumbent requires a practical knowledge of computerized data entry and information processing systems.
* Must be able to set priorities and deadlines.
* Participates and provides input in problem solving on operational issues or procedures in team meetings.
* Performs administrative follow up actions by evaluating patient information and clinic schedule lists to determine whether a patient is vested.
* Educates providers about shared patients who may be receiving care at multiple VAs or in the community.
* Provides excellent customer service.

Work Schedule: Monday through Friday, 7:30 am to 4:00 pm.
Financial Disclosure Report: Not required.Basic Requirements

Citizenship: Citizen of the United States. Non-citizens maybe 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.
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: One year above high school;

OR

Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Preferred Experience: Demonstrate the ability to work in a busy environment, multi-task, lead, 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 or written requests from patients inquiring about appointments or their status on the waiting list.

Grade Determinations

GS-06 Advanced MSA:
Experience: One year of experience equivalent to the next lower grade level (GS 05) which is the full performance level for MSAs.
Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. 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.
GS-06 Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate the KSAs below:
1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
2. 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.
3. Advanced knowledge of the technical health care process as it relates to access to care.
4. 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.
5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

GS-05 Advanced MSA Qualification Standards:
At the GS-05 level
, the MSA performs a full range of duties. The MSA is responsible for 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's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage.
GS 05 Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate the KSAs below:
1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
2. Knowledge of basic medical terminology.
3. Ability to make appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
5. Ability to communicate effectively and professionally with employees at varying grade levels.
6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

References: VA Handbook 5005/53, Part II, Appendix G45, dated: June 07, 2012. Medical Support Assistant Qualification Standard GS 0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office.

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals.

None

To apply for this position, you must provide a complete Application Package which includes:

  • VA Form 10-2850c - Application for Associated Health Occupations
  • Resume


VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search. REQUIRED!

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's, documentation to support Veterans Preference or ICTAP/CTAP documentation (for displaced Federal employees).

  • Cover Letter
  • DD-214
  • VA Form 10-2850c - Application for Associated Health Occupations
  • Other Veterans Document
  • Resume
  • SF-15
  • SF-50
  • Transcript


Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
Qualifications & Requirements
Basic Requirements

Citizenship: Citizen of the United States. Non-citizens maybe 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.
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: One year above high school;

OR

Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Preferred Experience: Demonstrate the ability to work in a busy environment, multi-task, lead, 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 or written requests from patients inquiring about appointments or their status on the waiting list.

Grade Determinations

GS-06 Advanced MSA:
Experience: One year of experience equivalent to the next lower grade level (GS 05) which is the full performance level for MSAs.
Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. 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.
GS-06 Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate the KSAs below:
1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
2. 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.
3. Advanced knowledge of the technical health care process as it relates to access to care.
4. 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.
5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

GS-05 Advanced MSA Qualification Standards:
At the GS-05 level
, the MSA performs a full range of duties. The MSA is responsible for 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's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage.
GS 05 Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate the KSAs below:
1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
2. Knowledge of basic medical terminology.
3. Ability to make appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
5. Ability to communicate effectively and professionally with employees at varying grade levels.
6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

References: VA Handbook 5005/53, Part II, Appendix G45, dated: June 07, 2012. Medical Support Assistant Qualification Standard GS 0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office.

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals.
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:lisa.rifenbark@va.gov
Website:http://www.ecentralmetrics.com/url/?u=531911021471%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D349592
Company Description:

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