The Medical Support Assistant (Advanced) works collaboratively in the Home Based Primary Care (HBPC) department, utilizing an interdisciplinary, coordinated care delivery model, to provide care for veterans.

Duties

The Advanced Medical Support Assistant (AMSA) must 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; develop and manage a tracking system for follow up care such as consults, tests, etc.). Serves as the front line of contact with patients. Sets the tone for the quality of healthcare and services at the VA. Incumbent must utilize a high degree of tact and diplomacy as well as a caring, compassionate and sensitive manner. Receives and screens telephone calls in a courteous and timely manner using privacy rules and established clinic processes. Forwards calls to team members as needed and/or take messages. Processes first party requests for medical records and written (faxed) requests for medical information from hospitals and/or doctors. Contacts professional staff to obtain information necessary to respond to requests when not available in established records. Identifies incomplete information daily and communicates finds to providers to facilitate efficient patient care, accurate workload credit, and revenue collection. Participates in the routine daily huddles and other scheduled meetings for patient care planning and management. Manages position responsibilities by setting priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs with little supervision. Provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers and other administrative and professional staff. Other duties as assigned. Work Schedule: Monday - Friday, shifts consist of 7:30am -4:00pm, 8:00am - 4:30pm, 8:30am -5:00pm. Telework: Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. 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 (TRANSCRIPT REQUIRED) are qualifying for entry level for which both education and experience are acceptable. 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 requirements for employment listed above, candidates must demonstrate the following Knowledge, Skills and Abilities (KSAs) a. Experience. One year of experience/knowledge, skills and abilities (KSA) equivalent to the GS-5 grade level. GS 5 KSAs: i. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive [medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND b. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: i. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic [health] records, scheduling systems, and/or reports. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to [schedule medical] appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers. vi. Skill in customer service with the ability] to identify customer concerns, and refer to the [appropriate staff, as necessary, to ensure a satisfactory resolution. Preferred Experience: Telehealth experience References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard, dated August 1, 2019.The full performance level of this vacancy is GS-06. The full performance level of this vacancy is GS 06. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA Eastern Kansas Health Care System 2200 SW Gage Blvd Topeka, KS 66622 US
• Name: Ashley Laws
• Phone: 618-253-9776
• Email: [email protected]