Medical Support Assistant (Advanced)

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

Job summary

The Minneapolis VA Health Care System seeks an Advanced Medical Support Assistant in the Primary Care Medicine service line. The incumbent supports administrative patient care, including access, scheduling, and coordinating appointments using advanced clinic access principles.

Responsibilities also include collecting and updating demographic and insurance information, managing the Electronic Waiting List, processing patients, and delivering strong customer service to both internal and external

Qualifications

• One year of creditable experience as MSA or equivalent is preferred but not required.
• English language proficiency in speaking and writing is required.
• U.S. citizenship is required for this federal position.
• Education: High school diploma or GED or equivalent.

Responsibilities

• Coordinate scheduling and access across interdisciplinary care delivery using advanced clinic access principles.
• Collect and update demographic and insurance information.
• Manage the Electronic Waiting List (EWL).
• Provide patient processing and customer service to patients and staff.

Skills

Advanced care access knowledge

Interdisciplinary collaboration

Medical terminology proficiency

Prioritization and organization

Effective communication

Customer service

Education

High school diploma or GED

Job description

The incumbent serves as an Advanced Medical Support Assistant in the Primary Care Medicine service line at the Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. All requirements must be met at the time of the announcement closing.

Basic Requirements

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:
  • Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
  • Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.
• Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

GRADE DETERMINATIONS

GS-6 Medical Support Assistant (Advanced)

1. Experience: One year of creditable experience equivalent to the GS-5 grade level.

AND

Demonstrated Knowledge, Skills, and Abilities.

In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:

• 1. 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.
• 2. 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.
• 3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• 4. 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.
• 5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• 6. 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.

Experience:

(1) Creditable Experience.

To be creditable, the experience must have required the use of 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 or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

(2) Part-Time Experience.

Part-time experience is creditable according to its relationship to a full-time workweek. For example, an individual employed 20 hours per week, or on a half-time basis, would receive credit for 1 full-time workweek for each 2 weeks of service.

(3) 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 of the position being filled. For all assignments above the full performance level (FPL), the higher-level duties must consist of significant scope, administrative independence, complexity, 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.

Reference: For more information on this qualification standard, please visit Medical Support Assistant Qualification Standard (va.gov)

Physical Requirements

You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.