Adv Med Support Assistant

US-Department-of-Veterans-Affair; Durham (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

The Advanced Medical Support Assistant (MSA) provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model within Primary Care.

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.

Qualifications

• Advanced knowledge of the technical health care process and access across interdisciplinary care delivery models.
• Advanced knowledge of policies and procedures in coordinated care and patient flow.
• Advanced knowledge of medical terminology used by clinicians.
• Ability to collaborate with a wide range of medical professionals to achieve team goals.
• Ability to set priorities and organize work to meet deadlines and comply with processes.
• Ability to communicate effectively with internal and external customers, in writing, on the phone, and in person.

Responsibilities

• The Advanced Medical Support Assistant provides specialized and expert administrative patient support within Primary Care.
• Supports access to care across multiple clinics and community resources.

Skills

Advanced healthcare process knowledge

Policies and procedures knowledge

Medical terminology

Collaboration with clinicians

Prioritization and organization

Professional communication

Education

High school diploma or GED

Job description

The Advanced Medical Support Assistant (MSA) provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model within Primary Care. 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.

Basic Requirements

a. Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens

b. Experience. None.

c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

d. Licensure/Certification/Registration. None.

e. Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment‑specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. 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.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

f. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.

g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

h. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grade Determinations

Medical Support Assistant (Advanced), GS-6

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

Examples of qualifying experience, include but are not limited to, independently performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advising clinical staff on current administrative processes. Performing administrative support duties including answering phones, greeting patients, relaying messages to appropriate medical staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below:

(a) 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.

(b) 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.

(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

(d) 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.

(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

(f) 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/

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

The actual grade at which an applicant may be selected for this vacancy is GS-6.

Physical Requirements: You will be asked to participate in a pre‑employment examination or evaluation as part of the pre‑employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.