Advanced Medical Support Assistant
Schedule, cancel & re-schedule patient's appointments and/or consults. Monitors the action required report, communicating needed actions to the clinical team in order to obtain appropriate workload credit and ensuring entry of no-show information, the electronic wait list, the recall reminders or patient centered scheduling list & the consult report and ensuring timely action and documentation of action for scheduling of consults. Prepare for clinic visits. Monitors both inpatient and outpatient appointments for areas of responsibility. Verify and update demographics, email address, next of kin and insurance information. Perform basic eligibility, (i.e., TRICARE, sharing agreements, etc.). Monitor the return to clinic orders and ensuring timely action and documentation of action for scheduling follow up appointments. Receive and make incoming/outgoing phone calls to schedule or remind veterans of appointments. Edit patient admission Outpatient observation to inpatient status when clinically indicated per provider order and Utilization Management (UM) note. Assemble admission/discharge paperwork and making break down patient charts. Coordinate inter-facility patient transfers with physicians, nurses, business practice Bene-Travel and or AOD. Communicate with other VA or approved Non-VA community facility, providing them all necessary and requested documentation. Ensuring all required forms are completed, signed and sent to Non-VA facility in compliance with facility policy. Process medical release of information requests in accordance with National and facility policy. Process/Verify provider orders and notify nursing staff of STAT lab orders. Respond to all Internal Medical Codes. Process/Verify Medical Code labs. Answer and direct all incoming phone call & call light system on the inpatient units. Record patient movement on Gains & Loss sheet. Accurately track daily ward census data and reconcile census numbers with bed coordinator and VISTA. Process all emergency and non-emergency transfers to other VA facilities or Non-VA community hospitals. Communicate daily with physicians, co-workers, supervisors & visitors in a professional manner. Representing the VHA in a professional and polite manner. Obtain outpatient consults, return to clinic orders. Discharge summaries, discharge orders and discharge instructions in order to facilitate patient discharge. Maintain copies of unit/hospital documents, faxes and scanning in accordance with facility policy. Enter/edit patient movement to ensure accuracy via Patient Treatment File (PTF). Provide administrative support to the inpatient units. Work closely with clinicians, nursing staff, supervisors, AOD's, social workers, business practice, non-clinical staff, visitors and veterans to facility administrative duties. During the weekend/off tours the AMSA is solely responsible for providing administrative support to the facility. In addition, the Advanced MSA coordinates with the clinical care teams to review clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary) and closely monitoring clinic set-up to make any necessary adjustments and effectively support the needs of the clinic. Participate in team huddles and team meetings to manage and plan patient care. Identifying patients requiring PCP assignments before discharge & coordinating with the IDT team for assignment. Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Monitor pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work). Manage electronic wait list to verify and validate accuracy and resolve issues. Perform administrative follow up actions. Enter work orders. Troubleshoot printers, phones and/or computers. Order and obtain supplies for the unit or clinic. Schedule primary & specialty care discharge follow up appointments. Evaluate patient information and clinic schedule lists to determine whether patient is vested. Work Schedule:
7am-3:
30pm, 7:
30am-4:
00pm, 8am-4:
30pm, 8:
30am-5pm, 3:
30pm-12:
00am, 12:
00am-8:
00am; All work schedules may include weekends. The hiring official will determine the work schedule for those candidates that are selected at the time of tentative offer. Candidates who decline tentative offers will no longer be considered under this vacancy/job posting. Financial Disclosure Report:
Not required 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 or other 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. English Language Proficiency:
MSAs must be proficient in spoken and written English.Preferred
Experience:
Please see the job duties listed. Grade Determinations:
Medical Support Assistant (Advanced), GS-6 (a) Experience. One year of experience equivalent to the GS-5 grade level. (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA HANDBOOK 5005/53 PART II APPENDIX G45 The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is a GS-06. Physical Requirements:
The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns.
Estimated Salary: $20 to $28 per hour based on qualifications.
7am-3:
30pm, 7:
30am-4:
00pm, 8am-4:
30pm, 8:
30am-5pm, 3:
30pm-12:
00am, 12:
00am-8:
00am; All work schedules may include weekends. The hiring official will determine the work schedule for those candidates that are selected at the time of tentative offer. Candidates who decline tentative offers will no longer be considered under this vacancy/job posting. Financial Disclosure Report:
Not required 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 or other 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. English Language Proficiency:
MSAs must be proficient in spoken and written English.Preferred
Experience:
Please see the job duties listed. Grade Determinations:
Medical Support Assistant (Advanced), GS-6 (a) Experience. One year of experience equivalent to the GS-5 grade level. (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA HANDBOOK 5005/53 PART II APPENDIX G45 The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is a GS-06. Physical Requirements:
The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns.
- Department:
0679 Medical Support Assistance - Salary Range:
$42,738 to $55,560 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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