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.
Learn more about this agency
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,
Work Schedule: Monday - Friday 8:00 AM to 4:30 PM
Financial Disclosure Report: Not required
* Job family (Series)
0679 Medical Support Assistance
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
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,
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
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
(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
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.
There is no substitution of education at the GS-06 grade