Advanced Medical Support Assistant

US-Department-of-Veterans-Affair; Greenville (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

The Advanced Medical Support Assistant position operates within the Health Administration Service at the Greenville VA Healthcare Center in Greenville, NC. Provides administrative support, scheduling, and patient communications in a fast-paced healthcare environment across multiple departments.

Eligibility includes English proficiency and a high school diploma; no prior experience required. Responsibilities include answering phones, greeting patients, scheduling, and maintaining accurate

Qualifications

• United States citizenship required; English proficiency per VA policy.
• Experience: None
• Ability to greet patients and relay messages to staff.
• Scheduling appointments and handling provider orders per scheduling guidelines.

Responsibilities

• Answer phones and greet patients; relay messages.
• Schedule appointments across clinics and specialties.
• Enter information into the electronic record; manage patient communications.
• Coordinate with care team to monitor clinic schedules and access to care.
• Assist with communications during inpatient to outpatient transitions.

Skills

English proficiency

Patient greeting

Phone communication

Scheduling appointments

Education

High school diploma or GED

Tools

Electronic health records

Job description

Advanced Medical Support Assistant position serves within the Health Administration Service within the Durham Healthcare System located at the Greenville VA Healthcare Center in Greenville, NC. The Advanced Medical Support Assistant provides administrative and scheduling support in fast‑paced healthcare environments within our recruiting departments of Specialty, Patient Aligned Care Teams (PACT), Call Center, or Enrollment & Eligibility.

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 Policy.
• Experience : None
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• 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).

Grade Determinations

Advanced Medical Support Assistant GS-6

Experience

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

Specialized Experience

Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

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. 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 My Healthy 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.

In addition, you must have experience which demonstrates the following knowledge, skills and abilities:

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

Reference

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

The full performance level of this vacancy is 6. The actual grade at which an applicant may be selected for this vacancy is in the range of 6.

Physical Requirements

The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.