Adv Med Support Assistant

US-Department-of-Veterans-Affair; Durham (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking an Advanced Medical Support Assistant (MSA) to support care in the community across multiple clinics and care settings.

The role emphasizes collaboration with an interdisciplinary care team, training in advanced patient systems, and handling scheduling, referrals, and follow-up to ensure timely access to care in a busy clinical environment. Applicants may be referred while meeting qualification standards and must meet VA requirements.

Qualifications

• Ability to collaborate with a wide range of medical clinicians across multiple disciplines to accomplish team goals.
• Ability to independently set priorities and organize work to meet deadlines and regulatory requirements.
• Excellent communication skills across electronic, phone, in-person, and written formats.

Responsibilities

• Provide administrative patient support within an interdisciplinary coordinated care delivery model.
• Coordinate scheduling, clinic availability, and follow-up care across multiple clinics and care in the community resources.
• Assist with communications during inpatient to outpatient transitions and notify patients of normal lab results.

Job description

The Advanced Medical Support Assistant (MSA) is a foundational role within Care in the Community/Non-VA Care department. The incumbent serves as an Advanced Medical Support Assistant in the Care in the Community department.

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.

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

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.

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

1. 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.
2. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. 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.
4. 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.
5. 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.
6. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience

Healthcare Background, Telephone Etiquette and Customer Service

Reference

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

Physical Requirements

See VA Directive and Handbook 5019.