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Advanced Medical Support Assistant
Company: Veterans Health Administration
Location: Chillicothe, OH
Employment Type: Full-Time
Date Posted: 05/01/2022
Expire Date: 09/08/2022
Job Categories: Agriculture, Forestry, & Fishing, Social Services, Customer Service and Call Center, Healthcare, Other, Healthcare, Practitioner and Technician, Information Technology, Insurance, Research & Development, Medical, Writing/Authoring
Job Description
Advanced Medical Support Assistant
Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 in VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g. Experience and Education. 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, Education. One year above high school (TRANSCRIPT REQUIRED); OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (TRANSCRIPT REQUIRED) Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. 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. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: GS-06 In addition to the basic experience requirement, applicants must have one year of experience equivalent to the GS-5 grade level. This experience may include, but is not limited to, the following: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit. Interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, re-scheduling patient appointments and/or consults. 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. Determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. In addition to the specialized experience, candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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 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. 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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). References: VA Handbook 5005/53, Part II, Appendix G45 - Title 38 Hybrid Medical Support Assistant Qualification Standard, dated August 1st, 2019. The full performance level of this vacancy is GS-6. Physical Requirements: The majority of the work is performed in an office setting, primarily while seated. The position required some standing, ambulation, bending, and carrying of items such as training manuals. The MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of patient/customer complaint and concern.
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