Advanced Medical Support Assistant (Community Care)

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. 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 of clerical, office, customer service, or other administrative work that indicates the ability to schedule and coordinate appointments acquire the particular knowledge and skills needed to perform the duties of the position; 2-3 years of administrative and/or clinical background, preferred. Demonstrates the ability to schedule and coordinate appointments. Demonstrates dependability and flexibility. Demonstrates strong ability to function independently. Experience working with excel spreadsheets and word documents, required. Evidence of self-direction. Excellent customer service and communication skills. Have a basic understanding of organization and administration of multifaceted health care delivery systems, specialty and subspecialty care, data base management. Prior VA experience, preferred; OR Education – One year above high school; OR Experience/Education Combination – Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements – See VA Directive and Handbook 5019. English Language Proficiency – Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Grade Determinations: GS-06 Advanced Medical Support AssistantExperience – One (1) year of experience equivalent to the next lower (GS-05) grade level.Experience at this level is as follows: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting 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 VHA national scheduling guidelines Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults, enters no-show information Monitors appointment requests from multiple electronic sources Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic Monitors both inpatient and outpatient appointments in areas of responsibility Verifies and updates demographics and insurance information when patients check-in for appointments Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient’s eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). GS-06 level Knowledge, Skills, and Abilities: In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-06 level: 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 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 References: VA Handbook 5005/117.The full performance level of this vacancy is GS-6.Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
This position is located at North Florida/South Georgia Veterans Health System (NF/SG VHS) Community Care Service. The NF/SG VHS is a comprehensive and integrated health care delivery system that provides quality clinical programs and services to Veterans. We offer primary health care services, as well as highly specialized, technologically advanced clinical care. The System includes two hospitals, three large satellite outpatient clinics, and several small community-based outpatient CBOCS.