Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Perry Point (MD); On-site; USD 45,000 - 60,000; Full time

Job summary

The U.S. Department of Veterans Affairs seeks an Advanced Medical Support Assistant (MSA) at the AECCC, VA Maryland Healthcare System, Perry Point, MD.

The role delivers specialized administrative support, works within an interdisciplinary team, and helps ensure timely access to care across ambulatory and emergency services. Candidates must meet basic education requirements, be fluent in English, and be ready to operate in a fast-paced clinic environment, with emphasis on scheduling, data entry,

Qualifications

• High school diploma or equivalent required.
• No prior experience is required for this role.
• English language proficiency is required.

Responsibilities

• Provide specialized administrative support to the AECCC team and patients.
• Coordinate clinic appointment scheduling and communication among staff.
• Maintain accurate patient demographics and assist with care coordination.

Skills

Collaboration with clinicians

Prioritization & organization

Communication skills

Scheduling & appointment management

Medical terminology

Customer service orientation

Education

High school diploma or GED

Job description

The incumbent serves as an Advanced Medical Support Assistant in the Ambulatory and Emergency Care Clinical Center (AECCC) at the VA Maryland Healthcare Systems, Perry Point, MD.

The 2-page Resume requirement does not apply to this occupational series. Please choose the Long Resume under Required Documents section.

Basic Requirements

Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

Experience and Education

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.

• Documentation Requirements for Proof of High School Completion or higher:
  • If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.
  • 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)

Certification

None required.

Grandfathering Provision

See Under Education Section.

Foreign Education.

See under Education Section.

Physical Requirements.

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

English Language Proficiency

MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

GRADE REQUIREMENTS: see under Education Section

Grade Determinations

Medical Support Assistant (Advanced), GS-6 Experience

One year of experience equivalent to the GS-5 grade level in an inpatient or outpatient clinical setting. Examples of specialized experience include but are not limited to: Advises clinical staff on current administrative processes, 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 scheduling guidelines, scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources, participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments, verifying and updating demographics and insurance information.

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 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; 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).

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.

Reference:

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

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