The Advanced MSA is responsible for checking-in/checking-out patients through the Emergency Department. This requires interpreting and verifying provider orders in accordance with VHA national guidelines. Assignments include but are not limited to the following:

Duties

The incumbent serves as an Advanced Medical Support Assistant (MSA) in the Emergency Department (ED) at the Milwaukee VA Medical Center. This position is assigned to the ED patient care delivery team. The team provides the majority of the healthcare needs for an assigned panel of patients. All team members interface and collaborate with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. The MSA plays a key role in the VHA Network Performance Measures, including Customer Service, Access to Care, and overall quality of healthcare delivery by VA. Daily review and management of EDIS program including monitoring of lab and imaging requests, assignment of rooms, and updating of EDIS board upon disposition of ED patients by ED providers. Use of EDIS board information to keep track of patients to call them to the ER or Fast Track when it is time for them to be seen/treated by providers. Assist with ED 24/7 access to patients by entering bed requests for patients and updating BMS when patients are admitted to the floor. Generate patient workload reports that have to do with schedules/scheduling for validation and monitors activity to assure consistent_ and accurate reporting. Tracking emergency medicine metrics in EMMI including provider assignment and provider disposition reports. Play an integral role in identifying and developing ways to resolve problems with administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Conduct patient/employee interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, provides follow-up, assesses operational risks and suggests resolutions to supervisor. Interpret and apply _a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Work Schedule: First Shift 7:30am-4:00pm Second shift 3:30pm-Midnight Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) Grade Determinations In Addition to the Basic Requirements the following Grade Requirements must be met: GS-6 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE KSA: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips one with the knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system; interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 patient's check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). In addition, applicants must demonstrate the following KSAs: KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-4. 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. KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117, Part II, Appendix G45 Medical Support Assistant, . This can be found in the local Human Resources Office. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Jasmine Mcneal
• Phone: (205) 887-6146
• Email: [email protected]