The Advanced Medical Support Assistant (MSA) serves as a Medical Support for Connected Care Services and has the ability to fully perform the duties/functions related to all aspects of the full performance Connected Care Advanced Medical Support Assistant, GS-0679-06 position in Atlanta under the Connected Care Service Line.

Duties

The Advanced Medical Support Assistant (MSA) position serves as Connected Care Support for the Connected Care Service and is a foundational role within the VHA Clinical Services. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, Surgical Clinics) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients. The incumbent responsible for coordinating information and actions related to patient care services on the phone, including, but not limited to the following: - Triaging Secure Messages - VA Video Connect Capability Assessments - Telehealth Orphans reporting - Telehealth Platform Management (TMP) Scheduling - Obtaining medical information from patients, documenting this information accurately in the appropriate system and communication accurately and timely to the appropriate clinician, pharmacy representative or team as needed. - Interacting with internal and external customers to achieve desired outcomes. - Verifying and updating demographics for every call received. - Prioritizing calls and making decisions based on caller needs. - Completing any additional duties or task that may be assigned by the supervisor to ensure efficient daily operations, during hours of low call volume, to assist other sections within the Medical Facility to meet their goals. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows: a. Schedule appointments and utilize the Veterans Choice List and/or No Show List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of Secure Messages, VVC Scheduling Links, active/pending consults, No Show List, Recall list and Audiocare communications for accuracy and disposition. The Advanced MSA fully participates in daily Connected Care huddles and weekly team meetings where patient care planning and management occur. The Advanced MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Makes recommendations to management for modification, expansion, or other aspects of the program's development. Possesses a working knowledge of VA and community resources and skill in using them for the benefit of veterans, family members and/or significant others as well as the referral sources. Work Schedule: 7:30am -4:00pm Monday-Friday Telework: Reg Teleworks 6+ Days a pay period Virtual: This is not a virtual position. Functional Statement #:54942F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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: 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. (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. 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 Grade Requirements: One year of experience equivalent to the [GS-5] grade level. 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 goal setting 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 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 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. Preferred Experience: Scheduling Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. VA Handbook 5005/117 Part II AppendixG45 The full performance level of this vacancy is GS 6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS 6 to GS 6. Physical Requirements: Physical Requirements. See VA Directive and Handbook 5019.

Education

Education is not able to be substituted in place of experience for this job and grade combination.

Contacts

• Address Atlanta VA Medical Center 1670 Clairmont Road Decatur, GA 30033 US
• Name: Tionna Johnson
• Phone: 443-527-0933
• Email: [email protected]