Advanced Medical Support Assistant (MSA)
The AMSA duties include maintaining appointment schedules, scheduling special studies or labs, notifying patients of appointments and clinic cancellations, providing maintenance of the Recall list and following up on administrative items from the Huddle and/or staffing meetings. The incumbent works collaboratively with interdisciplinary team members such as pharmacists, social workers, providers, nurses, case managers, etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The incumbent performs receptionist duties to include check-in of patients and updating demographics. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. The incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care. Incumbent will recommend changes to existing clinic procedures based on current administrative guidelines. 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. Other assignments at this level include but are not limited to:
Prepares written correspondence to notify patients of normal lab results. Verifying and updating demographics and insurance information (ICB). Encourages the use of new processes. Processes incoming secured messaging through MyHealthyVet. Manages follow-up care for Return to Clinic orders, consults, tests, etc. Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care. Ensuring encounter forms are completed to obtain appropriate workload credit; identifies incomplete encounters, process no-shows, and communicates findings to providers. Utilizes the medical record to enter information and research the needs of the patient as appropriate. Monitors pre-appointment information, assures readiness for the patient visit/procedure. Manages patient systems to verify and validate accuracy and resolve concerns. Provides excellent customer service and assists in providing front line resolution when applicable. Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedules 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) Work Schedule:
10:
00am - 6:
30pm (Monday - Friday) Financial Disclosure Report:
Not required 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:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency:
MSA's must be proficient in spoken and written English. Experience or Education:
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 the 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). Grade Determinations:
In addition to the basic requirements above, all applicants must also meet the following grade requirement for an Advance Medical Support Assistant, GS-0679-6. They must have one (1) year of experience equivalent to the GS-5 grade level and also be able to demonstrate the KSAs listed 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 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 function 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. Assignment. 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. References:
VA Handbook 5005/117, PART II, APPENDIX G45 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https:
//vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-6. Physical Requirements:
The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.
Estimated Salary: $20 to $28 per hour based on qualifications.
Prepares written correspondence to notify patients of normal lab results. Verifying and updating demographics and insurance information (ICB). Encourages the use of new processes. Processes incoming secured messaging through MyHealthyVet. Manages follow-up care for Return to Clinic orders, consults, tests, etc. Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care. Ensuring encounter forms are completed to obtain appropriate workload credit; identifies incomplete encounters, process no-shows, and communicates findings to providers. Utilizes the medical record to enter information and research the needs of the patient as appropriate. Monitors pre-appointment information, assures readiness for the patient visit/procedure. Manages patient systems to verify and validate accuracy and resolve concerns. Provides excellent customer service and assists in providing front line resolution when applicable. Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedules 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) Work Schedule:
10:
00am - 6:
30pm (Monday - Friday) Financial Disclosure Report:
Not required 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:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency:
MSA's must be proficient in spoken and written English. Experience or Education:
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 the 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). Grade Determinations:
In addition to the basic requirements above, all applicants must also meet the following grade requirement for an Advance Medical Support Assistant, GS-0679-6. They must have one (1) year of experience equivalent to the GS-5 grade level and also be able to demonstrate the KSAs listed 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 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 function 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. Assignment. 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. References:
VA Handbook 5005/117, PART II, APPENDIX G45 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https:
//vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-6. Physical Requirements:
The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.
- Department:
0679 Medical Support Assistance - Salary Range:
$40,321 to $52,418 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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