Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Iron Mountain (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

Oscar G. Johnson - VAMC is seeking an Advanced Medical Support Assistant to support patient-focused, outcome-oriented care coordination for Veterans.

The role emphasizes efficient coordination of care, access management, and patient education to ensure proper care and support for each Veteran. The incumbent will work within a team of clinicians and support staff to schedule appointments, address patient concerns, and facilitate communication across multiple disciplines to ensure timely,

Qualifications

• Must have high school diploma or GED equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• Knowledge of health care processes and patient coordination is expected for Advanced Medical Support Assistant roles.
• Strong communication and ability to interact with Veterans and staff across disciplines.

Responsibilities

• Serve as contact for Veterans seeking medical, behavioral health, or other assistance.
• Determine the nature of the Veteran's needs and provide information and guidance.
• Schedule and manage patient appointments using health system tools and coordinate care across teams.
• Educate Veterans and family members to reduce concerns and facilitate care across the VA system.
• Coordinate with Patient Advocate for concerns beyond incumbent's control.
• Assist with determining eligibility for benefits and explaining medical benefits provided by VA.
• Direct inquiries regarding billing to the appropriate staff and ensure timely processing of appointments.
• Support a high level of PCC (Patient Centered Care) through communication with patients, families, and the care team.

Education

High School Diploma or GED equivalency

Job description

Summary

The incumbent of this position serves as an Advanced Medical Support Assistant with the Oscar G. Johnson - VAMC (OGJVAMC). These clinics are patient-focused - outcome-oriented care systems in which efficient coordination of care is of primary concern. This care is tailored to each individual Veteran patient's needs - which allows for proper care - education and support of each Veteran.

Summary

The incumbent of this position serves as an Advanced Medical Support Assistant with the Oscar G. Johnson - VAMC (OGJVAMC). These clinics are patient-focused - outcome-oriented care systems in which efficient coordination of care is of primary concern. This care is tailored to each individual Veteran patient's needs - which allows for proper care - education and support of each Veteran.

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
• 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
• Physical Requirements: See VA Directive and Handbook 5019
• English Language Proficiency: MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005 - part II - chapter 3 - section A - paragraph 3j
• 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: Medical Support Assistant (Advanced) - GS-06 Experience: One year of creditable experience equivalent to the next lower grade (GS-05) AND Knowledge - Skills - and Abilities (KSAs): In addition to the experience above - the candidate must demonstrate the following KSAs: (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
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: The work is primarily sedentary
• Physical demands do not exceed those of a typical office setting
• There may be some walking - standing twisting - turning - sitting - pushing - bending - repetitive keyboarding - or carrying of light items
• Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major Duties: a
• Patient Concerns: The incumbent serves as contact for Veterans and/or his/her representative when seeking medical - or behavioral health treatment or other assistance at the medical center or CBOCs
• Determines the nature of the individual Veteran's needs
• Listens to problems or complaints - provides answers - information and guidance and initiates appropriate action
• Provides necessary information to the staff and the patient dealing with a wide range of problems including atypical and complex situations
• Refers Veteran - family - and or representative to the Patient Advocate at VAMC Iron Mountain for concerns beyond the incumbent's control
• Informs patient of procedures to be followed when in need of hardship application or pharmacy waiver
• Incumbent is able to direct inquiries regarding billing to appropriate staff
• Determines medical care benefits for which the Veteran is eligible by means of a working knowledge of appropriate health administration related laws - policies - guidelines and regulations
• Explains beneficiary eligibility and medical benefits which the VA may provide and the procedures to be followed in obtaining the various benefits
• Incumbent determines which Veterans may require immediate medical evaluation based on observation and information received from the Veteran or significant other about the nature of their medical problem(s)
• The incumbent will refer these Veterans to the medical staff immediately and inform the staff of the reason the Veteran is being referred
• The incumbent will call 911 when the patient's needs are determined to require emergency care
• Incumbent reflects a cooperative and compassionate attitude with a high level of sensitivity to human needs
• Incumbent will educate the Veteran and significant others as appropriate to reduce concerns and overcome potential conflicts to provide the optimum in quality care to the patient
• Demonstrates Patient Centered Care (PCC) through the use of effective communication with patients - families - visitors - and members of the interdisciplinary team - including the patient in mutual goal setting - and providing patient advocacy when appropriate
• Visibly demonstrates the !CARE (Integrity - Commitment - Advocacy - Respect - Excellence) Core Values in interactions with Veterans - staff - and other stakeholders
• b
• Scheduling - rescheduling and canceling patient appointments: The incumbent is required to schedule and cancel patient appointments utilizing the VistA Appointment Scheduling Enhancement (VSE) package paying particularly close attention to special instructions or requirements of clinic profiles
• Scheduling will be completed based on the Veteran's request
• Incumbent will utilize the electronic medical record and electronically verify orders taken off /completed Special consideration will be given - when possible - in making appointments for those with multiple appointments - those driving long distances or those with other special circumstances
• All appropriate comments will be listed in the remark section of the appointment when scheduling and/or canceling an appointment in VSE
• Incumbent will timely process clinic cancellations and assure appropriate rescheduling to include sending letters to the patients or calling when given short notice
• Incumbent will complete order schedule appointments according to the Veteran's preference
• They will also schedule same day access appointments as needed
• Other duties as assigned Work Schedule: Full-time - Monday - Friday - 8:00 am - 4:30 pm Recruitment/Relocation Incentives (Sign-on Bonus): Not authorized Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• 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) Telework: Not available Virtual: This is not a virtual position
• Functional Statement #: 10348FF Permanent Change of Station (PCS): Not authorized