Advanced Medical Support Assistant
Company: Veterans Health Administration
Location: Danbury
Posted on: April 9, 2021
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Job Description:
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. 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. Grade Determination: In addition to the basic
requirements you must meet the following grade requirements. GS-6
Advanced Medical Support Assistant Experience: One year of
experience equivalent to the GS-5 grade level. Examples of
qualifying experience include: Operating 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; Scheduling medical appointments in a
clinical setting; Working independently in the accomplishment of a
wide variety of duties performing patient support work;
Communicating effectively and professionally in person,
electronically and/or by telephone, with internal and external
customers; and Skill in customer service with the ability to
identify customer concerns, and refer them to the appropriate
staff, as necessary, to ensure a satisfactory resolution.
Assignment: The Advanced MSA provides 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. Recommends changes to existing clinic procedures based
on current administrative guidelines. Expertise in utilizing
numerous advanced patient systems in support of multiple clinics
involved in an interdisciplinary coordinated care delivery model.
Coordinates with the patient care team to review clinic appointment
availability (utilization) to ensure that clinic schedules are
closely monitored to effectively support the needs of the clinics,
and makes adjustments as necessary. MSAs at this level develop
and/or maintain effective and efficient communication with the
patient, interdisciplinary coordinated care delivery model teams,
VA medical centers, and other agencies (e.g., assist with
communications during the inpatient to outpatient discharge;
communicate with non-VA medical facilities; prepare correspondence
to notify patients of normal lab results; manage a system for
follow-up care such as consults, tests, etc.). Other assignments at
this level include, but are not limited to: processes incoming
patient secure messaging through MyHealthyVet and coordinates with
care team as appropriate; participates in team huddles and team
meetings to manage, plan, problem solve, and follow-up with patient
care by sharing information and collaborating with the
interdisciplinary team; setting priorities and deadlines, adjusting
the flow and sequencing of the work to meet team and patient needs;
identifies incomplete encounters and communicates findings to
providers; as needed; assists the team to reinforce the plan of
care and self-help solutions; enters appropriate information into
the electronic record; monitors pre-appointment information and/or
requirements to assure readiness for patient visit/procedure;
manages patient systems to verify and validate accuracy and resolve
issues; evaluates patient information and clinic schedule lists to
determine whether the patient requires an immediate appointment;
informs team members about shared patients ([i.e., those who
receive their care at multiple VA centers or those who receive care
in the community). For all assignments above the full performance
level, the higher-level duties must consist of significant scope,
administrative independence, complexity (difficulty), and range of
variety as described in this standard at the specified grade level
and be performed by the incumbent at least 25% of the time.
Demonstrated Knowledge, Skills, and Abilities (KSAs): 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; 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; 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.; and
Advanced knowledge of medical terminology due to the technical
nature of language utilized by clinicians. References: VA Handbook
5005/117, Part II, Appendix G45
This vacancy is above the full performance level.
Physical Requirements: See VA Directive and Handbook 5019.
Keywords: Veterans Health Administration, Danbury , Advanced Medical Support Assistant, Healthcare , Danbury, Connecticut
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