SummaryThe 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.
QualificationsApplicants 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 * English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. * 7403(f) * Grade Determinations: Medical Support Assistant (Advanced) - GS-06 Experience: One year of creditable experience equivalent to the next lower grade (GS-5).This is the full performance level for MSAs * At this level - the MSA independently performs a full range of duties related to the delivery of health care services in an inpatient or outpatient setting * Advises clinical staff on current administrative processes * The MSA is responsible for answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit - and 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 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 in areas of responsibility * Verifying and updating 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.) * Knowledge - Skills - and Abilities (KSAs) * In addition to the experience above - the candidate must demonstrate 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 * 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. Physical Requirements: Work is primarily sedentary - although some slight physical effort may be required * The ability to deal effectively with organizational change - role ambiguity and the stresses of juggling many priorities and rapidly responding to unanticipated critical situations is essential.
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