Qualifications

Basic Requirements:

• United States Citizenship
• Be a citizen of the United States (U.S.)
• Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a)
• English Language Proficiency
• MSAs must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f) Experience
• One year of creditable experience equivalent to the next lower grade
• Education
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education
• Grandfathering Provision
• Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable
• For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: (1) 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
• (2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation
• NOTE: This provision is not intended to regularize appointments/ placements
• Grade Determinations: Medical Support Assistant (Advanced), GS-6. Experience: One year of creditable experience equivalent to the next lower grade, GS-5, or Education: Two years of education above high school
• The GS-5 is the full performance level for MSAs
• Experience includes: independently performs a full range of duties related to the delivery of health care services in an inpatient or outpatient setting
• Advises clinical staff on current administrative processes
• Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, and scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national 8 scheduling guidelines
• Assignments include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and consults
• entering no-show information
• monitoring appointment requests from multiple electronic sources
• participating in huddles 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
• Knowledge, Skills, and Abilities (KSAs)
• In addition to the experience above, the candidate must demonstrate the following KSAs: 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
• 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
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• 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
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• 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
• Assignment
• For all assignments above the FPL, the higher-level duties must be of significant scope, administrative independence, complexity, 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
• At the advanced level, the Medical Support Assistant (Advanced) performs difficult and responsible 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
• Recommend 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 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.)
• Other assignments include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate
• participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team
• setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs
• identifies incomplete encounters and communicates findings to providers
• as needed
• assists the team to reinforce the plan of care and self-help solutions
• enters appropriate information into the electronic record
• monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure
• manages patient systems to verify and validate accuracy and resolve issues
• evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
• informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community)
• Preferred Experience: Community Care Experience 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: The work is principally sedentary
• There is some walking, bending, standing, and carrying of light items, such as papers, and files, which are customary physical demands of the position
• whether you successfully passed required new employee training.