The Advanced Medical Support Assistant (MSA) provides clerical and administrative support to patients and staff, coordinates with the patient care team to review clinic utilization by using various reports and ensures clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments. This position is located in the Ambulatory Care Section in the Health Administration Service (HAS) at the West Palm Beach, Florida VA Medical Center.

Duties

The Advanced MSA duties include but are not limited to: Provides administrative support and is an integral member of the clinic team to effectively carry out daily administrative operations of the clinic. Ensures that all Consults and Scheduling practices are acted upon in accordance with National Directives Regulations and Standard Operating Procedures. Maintains and monitors patient appointment schedules and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to supervisor. Coordinates and/or schedules patient appointments with other clinics or specialties. Facilitates and processes secure messaging with the patient and care team; notifies patient of normal lab results. Develops and/or manages a tracking system for follow up care to include but is not limited to consult status and test results. Collaborates with the team to reinforce the plan of care and self-help solutions and enters appropriate information into the electronic patient medical record. Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g. x-ray, lab work). Manages electronic wait list to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether patient is vested. Educates providers about shared patients (patients receiving care at another VA medical center or with a community non-VA provider) and brings such patients to the attention of provider. Develops and maintains specific reports, track, and trend care delivery as well as participating and leading quality improvement efforts focused on cost, access, quality, and customer satisfaction. Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative matters. Attempts to resolve complaints of a local administrative nature and refers other complaints to supervisor. Coordinates and/or schedules patient appointments with other clinics and specialty areas. Work Schedule: Monday-Friday, 8:00am-4:30pm Telework: Available Virtual: This is not a virtual position Functional Statement #: PD40332F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: 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.). 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; or Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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 One year of experience equivalent to the GS-05 grade level. Duties to include but not limited to, collaboratively in an interdisciplinary coordinated care delivery model. 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 makes adjustments as necessary. 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; AND Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs below: 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 goalsetting 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 inwriting, 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. 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. References: VA Handbook 5005/53, Part II, Appendix G-45 The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-06. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 West Palm Beach VA Medical Center 7305 North Military Trail West Palm Beach, FL 33410 US
• Name: Tiasia Davis
• Phone: 6823132343
• Email: [email protected]