The Advanced Medical Support Assistant:
– provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
* provides specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics and specialties including clinic cancellations.
– recommends changes to existing procedures based on current administrative guidelines.
– has 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 the clinic schedules are closely monitored to effectively support the needs of the clinics (and adjusts, as needed).
– develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care model, VA medical centers, and other agencies (e.g., assists with communications during the inpatient to outpatient discharge.
– communicates with non-VA medical facilities.
– manages a system for follow-up care such as consults, tests, etc.
Other assignments at this level include, but are not limited to:
– participates in team huddles and team meetings (staff meetings) to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team and with the HAS supervisory team.
– sets priorities and deadlines, as needed
– adjusts 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 and updates pre-appointment information (demographics, including insurance capture) and/or requirements to assure readiness for patient visit/procedure, as needed
– 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 medical centers or those who receive care in the community).
– complies with local HAS-MCMs and SOPs that pertain to their work area.
– works staggered shifts and/or weekends, as required and assigned (mostly pertains extended hour clinic AMSAs).
– AMSAs rotate throughout the clinics, to include phone unit, consult team and clinic cancellations, as needed, in a fair and equitable rotation.
– processes commitments, as needed.
– processes patient funds, as needed.
– conducts patient surveys, as requested.
– processes MSA portion of travel consult, as needed.
– contacts Travel office with patient date of travel, as needed.
– completion of all required training within set time frames.
All other duties, as assigned.
Work Schedule: 0800 – 1630
Position Title/Functional Statement #:Lead Advanced Medical Support Assistant/PD000000
Financial Disclosure Report: Not required
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.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Must pass pre-employment physical examination.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) – See “Additional Information” below for details.
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.
- Citizenship. United States Citizenship:
- Experience and Education.
1) Experience. 6 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.
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.
- Physical Requirements. In addition to the below physical requirements, musthave the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below.
- English Language Proficiency. Must be proficient in spoken and written English.
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: GS-7 – Lead Medical Support Assistant:
a) Experience. 1 year of experience equivalent to the GS-6 grade level.
Examples of assignments and knowledge, skills and abilities at the GS-06 grade level include but are not limited to:
Assignment: 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.). Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participate 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.
- 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.
- 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.
c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the GS-7 Lead MSA KSAs below:
- Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources;
- Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting;
- Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff;
- Ability to provide staff development and training;
- Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics
References: VA Handbook 5005, Part II, Appendix G45 dated 8/1/2019The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-7.
Physical Requirements: The work is sedentary. Typically, the incumbent sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small pieces of equipment. No special physical demands are required to perform the work.
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/ . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .
This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .