Advance Medical Support Assistant

Summary

Advanced Medical Support Assistants provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Duties

Duties include but are not limited to: Ensure appointments are scheduled timely and accurately. Review team appointment schedule to optimize and effectively support the needs of the teams as well as the Veterans. Direct and screen incoming calls. Collect, compile and/or track data and statistical information in support of daily operation along with ensuring accuracy and validity of the data. Receive and input data into an automated tracking system. Provide general clerical support such as processing incoming and outgoing materials to include Release of Information, Reports, Memoranda, CPRS/VISTA, and Purchase Orders. Monitor and track the use of service vehicles, office supplies, and equipment for the office. Advise supervisor of important office issues arising during the supervisor's absence. May serve as timekeeper and ADPAC. Work Schedule: 8:00 AM - 4:30 PM Monday - Friday (schedules will vary; may be required to work weekends, evenings, and holidays depending on department need) Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

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 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 - Equivalent combination of experience and education. 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 3j. 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: For Advanced Medical Support Assistant, GS-6: One year of experience at or equivalent to the next lower grade level GS-5. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: 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. 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: 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. Schedule medical appointments in a clinical setting. Work independently in the accomplishment of a wide variety of duties performing patient support work. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6 Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances.

Education

There is no education substitute for this position.