Advanced Medical Support Assistant

Description:

Serves as the initial point of contact at the VA Northern California Health Care System McClellan, California, Community Care Service. Incumbent is responsible for scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Requirements:

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, 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.
  4. Certification. None required.
  5. 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.

Grade Determinations :

Medical Support Assistant (Advanced), GS-6:

Experience . One year of experience equivalent to the [GS-5] grade level.

Demonstrated Knowledge, Skills, and Abilities . Candidates must demonstrate [all of] the KSAs below:

1. 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.]
2. [Ability to independently] set priorities and organize 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.

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.


The full performance level of this vacancy is GS-6.

Physical Requirements: See VA Directive and Handbook 5019.

Reference: FORMER VA HANDBOOK REFERENCE: PART II APPENDIX G45, EFFECTIVE DATE: August 1, 2019.