Advanced Medical Support Assistant-Primary Care

Duties

Major duties include but are not limited to:

• Works collaboratively in an interdisciplinary coordinated care delivery model to review clinic utilization by using various reports
• Enters appropriate information into the electronic record
• Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients
• Maintains appointment schedules for one or more outpatient clinics
• Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs
• Screens/receives phone calls in a courteous and timely manner, determines the nature of requests and provides the information desired using privacy rules and established clinic processes
• Participates in the specialty team meetings where patient care planning and management occur
• Provides support in data management, consult management, EWL maintenance, and specialized scheduling
• Coordinates administrative services for veterans, family members, caregivers and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care
• Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care
• Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA healthcare benefits
• Generates patient reports for validation and monitors activity in clinical areas to ensure consistent and accurate reporting
• Serves as advisor and liaison with staff at all levels and has the ability to provide information and guidance to agency employees as requested
• Extracts pertinent information from patient records and processes providers' plan for diagnosis and treatment

Work Schedule: Monday - Friday; tours will vary and be discussed during the interview process
Telework: Not available
Virtual: This is not a virtual position.
Relocation Incentives: Authorized and may be available to highly qualified candidates
Financial Disclosure Report: Not required

**This occupational series is eligible for the Student Loan Repayment Program (SLRP), and participation is available for highly qualified candidates. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program.**

PLEASE NOTE: ALTHOUGH THIS ANNOUNCEMENT REMAINS OPEN UNTIL DECEMBER 31, 2021, WE WILL BEGIN SCREENING APPLICANTS ON OCTOBER 22, 2021. WE WILL DO SUBSEQUENT SCREENINGS UP UNTIL THE ANNOUNCEMENT CLOSES AS NEW VACANCIES BECOME AVAILABLE

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Requirements Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)

Qualifications

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.
c. Certification. None required.
d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
f. Physical Requirements. See VA Directive and Handbook 5019.
g. 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 3.j.



GS-06 Advanced Medical Support Assistant: This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation.

EXPERIENCE:
One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:
1. 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.
2. Schedule medical appointments in a clinical setting.
3. Work independently in the accomplishment of a wide variety of duties performing patient support work.
4. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.


AND

Candidates must be able to demonstrate all of the knowledge, skills and abilities below:
1. Abilityto 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.
2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system.

Education

There is no education substitute for experience for the GS-6 Advanced Medical Support Assistant position.