Advanced Medical Support Assistant

U.S. Department of Veterans Affairs; Charlotte (NC); On-site; USD 42,000 - 58,000; Full time

Job summary

U.S. Department of Veterans Affairs in Charlotte, NC, seeks an Advanced Medical Support Assistant (GS-6) within the Salisbury VA Health Care System. This role supports clinic operations, acts as a clinic clerk, and collaborates with an interdisciplinary care team to ensure smooth patient flow and access to care.

The position emphasizes advanced administrative support, familiarity with MHS processes, and coordination across clinics to meet patient needs in a fast-paced federal environment.

Qualifications

• High school diploma or GED required.
• Pending education or certification may be referred for tentative selection.
• Advanced knowledge of healthcare processes and patient flow is expected at the GS-6 level.

Responsibilities

• Initial point of contact for units, clinics, and patient call centers.
• Schedule patient appointments and track orders in the electronic medical record system.
• Review and respond to electronic orders, consults, and other EMR elements.
• Enter and verify information in the patient record and ensure data accuracy.
• Work schedule: Monday–Friday, 8:00am–4:30pm; telework not available.
• Collaborate with interdisciplinary teams to coordinate patient care and improve access to services.

Skills

Medical terminology

Interdisciplinary collaboration

Scheduling appointments

Patient communication

Team coordination

Education

High school diploma or GED

Tools

Electronic health records

Job description

Summary

Advanced Medical Support Assistant serves within Patient Administration Service at the Charlotte Health Care Center within Salisbury VA Health Care System. The Advanced Level Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA. This announcement may be used to fill multiple Advanced Medical Support Assistant vacancies within Charlotte HCC.

Summary

Advanced Medical Support Assistant serves within Patient Administration Service at the Charlotte Health Care Center within Salisbury VA Health Care System. The Advanced Level Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA. This announcement may be used to fill multiple Advanced Medical Support Assistant vacancies within Charlotte HCC.

Qualifications

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

• (A) Citizenship
• Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.g.)
• (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 re-entry to the occupation
• 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:(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.Assignment.For all assignments above the FPL - the higher-level duties must be of significant scope - administrative independence - complexity - 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
• At the advanced level - the Medical Support Assistant (Advanced) (AMSA) performs difficult and responsible 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
• Recommend 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)
• 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 in the range of GS 6
• Physical Requirements: See VA Directive and Handbook 5019
• This is mostly a sedentary position
• There was be some light lifting up to 25lbs - bending - standing - stooping - walking
• This position will require you to work in from of a computer screen for 90% of your day.

Duties

• Duties include but are not limited to: Initial point of contact for the units - clinics - patient - call centers - care in the community (CITC) Scheduling patient appointments Tracking - reviewing - and responding to electronic orders - consults - and other elements in the electronic medical record and medical systems Practical knowledge of computerized data entry - information processing systems and software related to patient care Knowledge of standard procedures - utilizing medical records - and medical terminology This list of job duties is not inclusive of all duties associated with this position
• Work Schedule: Monday - Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position
• Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Pay: Competitive salary and regular salary increases
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
• Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Total Rewards of a Allied Health Professional