Medical Support Assistant (Advanced)

US-Department-of-Veterans-Affair; Durham (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

U.S. Department of Veterans Affairs seeks an Advanced Medical Support Assistant (MSA) to provide specialized administrative patient support within an interdisciplinary coordinated care delivery model.

The role involves using advanced patient systems across multiple clinics and care settings, coordinating with the patient care team to monitor clinic schedules and assist with communications during patient transitions.

Qualifications

• Ability to collaborate and communicate with a wide range of medical clinicians to accomplish team goals.
• Ability to independently set priorities and organize work to meet deadlines.
• Ability to communicate tactfully and effectively with internal and external customers, including reporting data.

Responsibilities

• Coordinate with patient care teams to review clinic availability and adjust schedules to support clinics.
• Recommends changes to clinic procedures based on administrative guidelines.
• Assist with communications during inpatient to outpatient discharge and notify patients of normal lab results.
• Develop and maintain effective communication with VA medical centers and other agencies.

Skills

Collaboration

Prioritization

Communication

Interdisciplinary coordination

Medical terminology

Job description

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 CBOC resources.

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:

• 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

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).

Reference:

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

Physical Requirements: See VA Directive and Handbook 5019.