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Advanced Medical Support Assistant

Company: Department of Veterans Affairs
Location: Daytona Beach
Posted on: June 6, 2021

Job Description:

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Duties

Summary

The Advanced MSA will work collaboratively in an interdisciplinary coordinated care delivery model. They work with the patient care team to review the clinic utilization by using various reports ensuring 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.

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Responsibilities

This position is with the Orlando VA Health Care system, Daytona Beach CBOC. The Daytona CBOC provides comprehensive health care through primary care, and specialty care in the areas of medicine, outpatient surgery, psychiatry, physical therapy, pulmonary, neurology, orthopedics, dentistry, optometry and audiology. A full range of diagnostic services is available to include radiology, nuclear medicine, and laboratory services.

Assignments at this level include, but are not limited to;

* Develop and maintain effective and efficient communication with the patient interdisciplinary team, VA Medical Centers, and other agencies. * Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. * Assures all visitors and telephone calls are answered and referred in a prompt and courteous manner. * Performs scheduling, canceling, re-scheduling of patient appointments and consults. * Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients. * Analyze situations to determine what decisions can be made or if advise of higher authority is needed. * Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities. * Update and verifies patient demographic information. * Provides information regarding clinic and hospital policies, procedures and locations to patient(s), family members, and staff. * Maintains patient's confidential records * Scan and enters information into VISTA, CPRS

Work Schedule: Monday - Friday 8:00 AM to 4:30 PM

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status

No

Promotion Potential

None

* Job family (Series)

0679 Medical Support Assistance

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Requirements

Conditions of Employment

* You must be a U.S. Citizen to apply for this job * Designated and/or random drug testing may be required * Selective Service Registration is required for males born after 12/31/1959 * You may be required to serve a probationary period * Subject to a background/security investigation * Must be proficient in written and spoken English * Selected applicants will be required to complete an online onboarding process

Qualifications

Basic Requirements:

a. 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.).

b. 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.

c. Certification. None required.

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).

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

Grade Determinations:

Specialized Experience. One-year equivalent to at least next lower grade level (GS-5).

Medical Support Assistant (Advanced), GS-6

(a) Experience. One year of experience equivalent to the GS-5 grade level.

(b) 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 make 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 at this level include, but are not limited to: processes incoming patient secure messaging through My HealtheVet 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). 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.

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.

References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. 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.

The full performance level of this vacancy is GS-06.

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

Education

There is no substitution of education at the GS-06 grade level

Keywords: Department of Veterans Affairs, Daytona Beach , Advanced Medical Support Assistant, Other , Daytona Beach, Florida

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