The Advanced Medical Support Assistant (Advanced MSA) functions within the office of Community Care to perform a full range of duties related to eligibility, preferences, scheduling, provider interaction, DME, and community pharmacy scripts. The primary function of the Advanced MSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model. Understand patient's needs, assess courses of action and take appropriate measures to ensure patient satisfaction.

Duties

Duties include but not limited to: Works collaboratively with the Community Care nurses, consult teams, and medical administration for all patient coordination of care issues. It is a complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration. Demonstrate exceptional interpersonal communication skills and work collaboratively with medical center programs, services and multidisciplinary team members in providing accessibility to care both clinical and administrative. Coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision-making, coordinating care needs, assist in scheduling appointments and directing problem resolution as appropriate. Determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation. Prioritizing calls and making decisions based on caller needs; handing off calls to the Community Care Nurses for patients/callers that potentially have an emergent or urgent care need, resolving or referring for resolution non-urgent Community Care needs to their Supervisor or Team Lead. Acting as patient advocate, the employee attempts to resolve patient needs to the best of their ability within their designated role. A large portion of calls received will include assisting patients/callers with various needs requests. Review CPRS consults, using CPRS, HSRM, or CTM (Consult Tracking Manager) to determine whether if there is a delay and will report delays to the appropriate staff. All calls are documented in the Cisco Finesse computerized software. Must be proficient with typing skills, speed, accuracy, and grammar due to the significant amount of documentation. Active participation may be required, through various duties as assigned, multidisciplinary program meetings, direct interaction with their supervisor and program manager, and development and implementation of program procedures, goals, and objectives. Compliance with all safety/fire prevention rules/regulations, using protective equipment when required and provided, is expected. Attends scheduled training sessions in the medical center and participates in facility or service level safety promotions as directed by the supervisor. Knowledge of all fire drill and emergency plans for the work area, including the location of all emergency fire equipment. In the performance of official duties, the employee has regular access to printed and electronic files containing information, which must be protected under the provision of the Privacy Act of 1974, and other applicable laws and regulations. Must ensure entry into the personal computer/computer system under his/her use only. Organize work with general assistance from the supervisor to meet VA and national standards of care and complete assigned performance requirements, reports and special assignments within designated time frames provided by senior management, referring only the non-routine and high technical issues to the supervisor. Responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with registered nurses, physicians, and other allied health professional staff using sound interpersonal skills and is constantly aware of sensitive information. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved. Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statuses and policy, and VHA policy. Uses word processing software to execute several office automations functions such as storing and retrieving electronic documents and files, activating printers; inserting and deleting text, formatting letters, reports, and memoranda; and transmitting and receiving e-mail. All other duties as assigned and detailed in Functional Statements Work Schedule: Monday to Friday 7:30am-4:00om. Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: FS#:03940F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/19/2024 Basic Requirements: a. 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.) b. Experience and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. I. 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 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, and regulations. III. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, 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. IV. Advanced knowledge of the technical healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare portals as it relates to access to care. V. 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. VI. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Creditable Experience 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. Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. 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). Preferred Experience: Consult Management Knowledge of medical terminology. One year of specialized experience in an advanced clinical setting utilizing numerous advanced patient care systems, scheduling appointments, and coordination of services amongst a diverse team of medical providers and clinics to include outside agencies. Advanced knowledge of technical health care processes, policy and procedures as it relates to coordination of care. References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position.

Education

There is no education substitution at this grade level.

Contacts

• Address Las Vegas VA Medical Center 6900 North Pecos Road North Las Vegas, NV 89086 US
• Name: Tina Yang
• Phone: (415) 221-4810
• Email: [email protected]