The Medical Support Assistant (Advanced) plays an integral role in identifying and developing steps or processes to resolve problems related to CITC processes and systems.The AMSA performs a wide and diverse array of duties that include receiving and processing complex health and administrative information; and coordinating CITC services for Veterans throughout the WTVAHCS service area.

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; OR, Experience/Education Combination: Equivalent combination of experience and education 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. 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. 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: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Medical Support Assistant (Advanced) GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Specialized experience includes, but is not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate & 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 & 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 & regulations. iii. Ability to communicate tactfully & effectively, electronically, by phone, in person, and in writing, with internal & external customers. This may include preparing reports in various formats & 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 &/or care in the community models & patient health care portals) as it relates to access to care. v. Advanced knowledge of policies & procedures associated with interdisciplinary coordinated care delivery &/or care in the community operational activities that affect patient flow & 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. Preferred Experience: 1 year of administrative/office customer service skills in deescalation, problem solving, decision making, and good tactful communication skills, orally and in writing Experience with document scanning and medical records indexing Experience managing patient communications (e.g. telephone, e-mail, secure messaging) to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff Experience scheduling/rescheduling patient appointments in medical appointment software, including experience reading and verifying provider's orders, consults, and imaging requests Advanced knowledge of health care processes as it relates to access to care 1 or more years of Community Care Service experience References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019. 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

There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.

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

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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.

Duties continued:

• Utilizes various computer equipment (double screens, laptops), software packages and systems (VISTANSE, Microsoft Office, CPRS) and troubleshoots minor problems. Assists peers in troubleshooting problems or issues with software or systems used on a daily basis.
• Remains proficient and abreast of changes in processes and procedures by researching and completing training opportunities to improve technical knowledge and enhance role performance. Develops and maintains expertise to serve as a resource within area of assignment.
• Performs a full range of administrative support functions. Manages correspondence (authorization notification, request for clinical documentation, telephonic triage, appointment follow-up) and prepares reports, memorandums and outgoing correspondence utilizing Microsoft Office software. The AMSA demonstrates proficiency in written correspondence (spelling, grammar, and punctuation).
• Demonstrates proficiency in applying ethical principles for self and others, serving as a resource and advocate in the protection of Veteran/family and staff rights.
• Follows established guidelines for medical record management involving release of information.
• Identifies ways to resolve problems/needs and facilitates achieving of desired outcomes.
• Performs other duties as assigned to accomplish the mission of the program or the service.

Contacts

• Address George H O'Brien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]