The Advanced Level Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative to include all interdisciplinary clinics and call centers that support the initiative as well as the Community Based Outpatient Clinics (CBOCs).

Duties

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, and Call Centers) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for multiple outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Major duties include, but are not limited to: Coordinate with the patient care team to review the clinic utilization by using various reports; Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies; Participate in team huddles and team meetings to manage and plan patient care; Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; Reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; Participate and provide input in problem solving on operational issues or procedures in team meetings, Performing administrative follow up actions; Participate in and independently follow up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; Evaluating patient information and clinic schedule lists to determine whether patient is vested; Work Schedule: 8:00 a.m. to 4:30 p.m. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 40250F Relocation/Recruitment Incentives:Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.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 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. Certification. None required. 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). GS-6 Advanced Medical Support Assistant Grade Determinations: Experience. One year of experience equivalent to the next lower grade level GS-5 Medical Support Assistant grade level. Duties at this level include, but are not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; answering phones; greeting patients; relaying messages to appropriate staff inside or outside of the unit; scheduling appointments; including interpreting and verifying provider orders to schedule within 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, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments; coordinate administrative functions relating to emergency and non-emergency transfers to other facilities or private hospitals. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References: August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS-6. Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.

Education

Education is not eligible to substitute for the experience requirement at this grade level.

Contacts

• Address Robley Rex VA Medical Center 800 Zorn Avenue Louisville, KY 40206 US
• Name: Zoie Dalton
• Phone: (618) 294-1243
• Email: [email protected]