Advanced Medical Support Assistant

U.S. Department of Veterans Affairs; Fayetteville (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

The U.S. Department of Veterans Affairs seeks a Medical Support Assistant to provide advanced administrative support within an interdisciplinary care delivery model.

The role includes managing clinic appointment flow, updating patient demographics, and coordinating with care teams to ensure timely access to care across clinics. Qualified candidates will have strong clerical and customer service skills, English proficiency, and the ability to work in a fast-paced, team-based environment.

Responsibilities

• Manages patient appointment schedules for one or more outpatient clinics.
• Receives and processes patient check-in information and coordinates with care team.
• Maintains accurate patient demographics and insurance information.
• Coordinates administrative functions related to patient transfers and referrals.
• Supports team huddles and meetings to plan patient care and workflow.

Job description

Summary

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.

Summary

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.

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

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• 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
• Certification: None required
• Experience and Education: 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 Education
• One year above high school
• OR Experience/Education Combination
• Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• 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)
• Experience: One year of experience equivalent to the GS-5 grade level
• In addition to the basic requirements - you must meet the following grade requirements
• To qualify at this level - candidates must have: One year of experience equivalent to the GS-5 grade level
• Examples of credible experience at this level include - but are not limited to: scheduling - canceling - re-scheduling patient appointments and/or consults
• entering no-show information
• monitoring appointment requests from multiple electronic sources
• participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic - monitoring both inpatient and outpatient appointments in areas of responsibility
• verifying and updating demographics and insurance information when patients check-in for appointments
• coordinates administrative functions relating to emergency and non-emergency transfers to other clinical/medical facilities or private hospitals and determines appointment type based on the patient's eligibility status
• Knowledge - Skills - and Abilities (KSAs)
• In addition to the experience above - the candidate must demonstrate the following KSAs: 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
• 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
• 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. Physical Requirements: Work is primarily sedentary
• however - the incumbent will have episodes of standing - twisting - bending - sitting and carrying of supplies (up to 40 pounds) in support of the clinical areas assigned.

Duties

• The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. - patient aligned care team - emergency department which includes Rotating Shift and Possible Weekends - care in the community (CITC) or other specialty care setting where the patient aligned care team model is used such as oncology - HIV - SCI - Military Sexual Trauma - etc.)
• Major Duties: Duties include - but are not limited to: 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.)
• Other assignments at this level include - but are not limited to: processes incoming patient secure messaging through MyHealthy Vet 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)
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - 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
• The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties - customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics
• The incumbent must assist with clinic access contingency plans by adjusting appointment times - location - or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs
• The Advanced MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area - or rotate in any MSA area
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number
• The patient may also present the Veterans Health Identification Card (VHIC) for identification
• The incumbent must use each interaction with the patient to validate and update patient demographic information - either in person during check-in or over the phone - to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number
• Explains the VA's mandate to collect insurance information to veterans - their families - and other eligible patients
• The incumbent collects - scans - and updates health insurance information serving a major role in the revenue process
• The incumbent(s) contributes to the revenue collection process by identifying patients with third· party insurance
• Promotes veteran registration for and utilization of MyHealtheVet (MHV)
• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Monday - Friday - 8:00am to 4:30pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Authorized Virtual: This is not a virtual position
• Functional Statement #: 0000 Permanent Change of Station (PCS): Not Authorized