Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Fort Wayne (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

U.S. Department of Veterans Affairs seeks an Advanced Medical Support Assistant to support Patient Aligned Care Team (PACT) in a specialty care or care-in-the-community setting. The role emphasizes administrative patient support, scheduling, and care coordination across clinics.

Qualified applicants have a high school diploma or equivalent and experience in clerical, office, or customer service work. This is an onsite position requiring proficient English and the ability to work with diverse

Qualifications

• To qualify, must have clerical, office or customer service experience indicating ability to perform MSA duties.
• High school diploma or GED or equivalent education is required.
• English language proficiency in speaking and writing per VA requirements.

Responsibilities

• Provide specialized administrative patient support within a Patient Aligned Care Team (PACT) model.
• Coordinate schedules, clinic flow and patient access to care across multiple clinics or care settings.
• Enter information into electronic records and communicate with veterans and care teams.
• Assist with communications during inpatient to outpatient transitions and with non-VA facilities as needed.
• Support team huddles, track follow-ups, and help resolve patient concerns.

Skills

Clerical experience

Customer service

Administrative support

English proficiency

Education

High school diploma / GED

Job description

Summary

The incumbent serves as an Advanced Medical Support Assistant assigned to a Patient Aligned Care Team (PACT) model - Specialty Care setting - Care in the Community - Call Center - or any other areas where Advanced Medical Support Assistant vacancies come up at the facility.

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

• To qualify for appointment to this position - all applicants must possess the following: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• 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 Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State of territorial-level Board of Department of Education English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.
• 7403(f)
• Licensure/Certification/Registration: None 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 (1) Creditable Experience
• To be creditable - the experience must have demonstrated the knowledge - skills - and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
• Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• (2) Quality of Experience
• Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and a range of varieties as described in this standard - at the specified grade level and be performed by the incumbent at least 25% of the time
• (3) Part-Time Experience
• Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek
• For example - an MSA employed 20 hours a week - or on a 1/2-time basis - would receive one full-time workweek of credit for each two weeks of service
• NOTE: Must be demonstrated on resume at time of applicant Grade Determinations: Medical Support Assistant (Advanced) GS-06 In addition to the basic requirements for employment listed above - the following experience criteria must be met when determining the grade of candidates: 1
• Experience: You must possess one (1) full year of experience equivalent to the GS-5 grade level
• Experience: This experience may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• Experience: This experience may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• Experience: This experience may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• **AND** 2
• Demonstrated Knowledge - Skills - and Abilities (KSA)
• In addition to the experience above - the candidate must demonstrate all 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
• **NOTE: The Specialized Experience and KSAs outlined above must be clearly demonstrated within your resume
• Please do not copy or paste the Specialized Experience or KSAs verbatim into your resume
• Provide specific examples and details that illustrate how you meet these requirements
• Failure to do so may result in your application not being referred to the hiring manager for consideration
• Documentation Requirements for Proof of High School Completion or Higher: If selected - to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended - applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS6
• Physical Requirements: The majority of work is performed in an office setting - primarily while seated
• The position requires some standing - ambulation - bending - and carrying of items such as training manuals
• The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone
• In addition - there can be increased stress due to the intensity of a patient/customer complaint or concern

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced Medical Support Assistant 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 Aligned Care Team (PACT) or the clinical team within the Specialty they are supporting - 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
• Medical Support Assistants 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
• manage a system for follow-up care such as consults - tests - etc.)
• Other assignments at this level may 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
• ensures correct and update insurance information is captured
• 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
• Work Schedule: Monday - Saturday
• 7:00 AM - 6:00 PM (As Based On the Needs of the Service) Telework: Not Available Virtual: This is NOT a virtual position
• Functional Statement #: 92486-0 Relocation/Recruitment Incentives: Not Authorized
• Permanent Change of Station (PCS): Not Authorized
• PCS Appraised Value Offer (AVO): Not Authorized.