Advanced Medical Support Assistant
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Some of the major duties of this position include, and are not limited to:
Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number Interacts with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates insurance information serving a major role in the revenue process Contributes to the revenue collection process by identifying patients with third party insurance Promotes veteran registration for and utilization of My Healthy Vet (MHV) Exhibits a caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone Ensures that all necessary health/administrative information are integrated into the patient's medical record in the Computerized Patient Record System (CPRS). Performs scanning duties and may also be asked to train other MSA levels on the process Screens/receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes Schedule appointments and utilizes the Electronic Waiting List accurately in a timely manner Conducts a daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition Performs other duties as assigned Work Schedule:
There are two different tour of duties depending on the position selected for, and will be discussed during the interview. Position #1 - Hours are Monday - Friday 7:
30-4 pm. When extended hours resume Wednesday hours will be 11-7:
30 pm for extended hour coverage. Position #2 - . Hours are Monday - Friday 8:
00-4:
30 pm. When extended hours resume Monday hours will be 11-7:
30 pm for extended hour coverage. Financial Disclosure Report:
Not required 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 or Education:
Experience:
Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education:
One year above high school (transcript is required with application); OR Experience/Education Combination:
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application); 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 3j. Grade Determinations:
In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates:
Knowledge of Medical Support Assistant Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current Medical Support Assistant responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an Medical Support Assistant or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to Medical Support Assistant experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an Medical Support Assistant or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an Medical Support Assistant employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. GS-6 Advanced Medical Support Assistant:
One year of experience equivalent to the GS-5 grade level.Experience at the GS-5 level includes:
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; 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.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
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, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number Interacts with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates insurance information serving a major role in the revenue process Contributes to the revenue collection process by identifying patients with third party insurance Promotes veteran registration for and utilization of My Healthy Vet (MHV) Exhibits a caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone Ensures that all necessary health/administrative information are integrated into the patient's medical record in the Computerized Patient Record System (CPRS). Performs scanning duties and may also be asked to train other MSA levels on the process Screens/receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes Schedule appointments and utilizes the Electronic Waiting List accurately in a timely manner Conducts a daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition Performs other duties as assigned Work Schedule:
There are two different tour of duties depending on the position selected for, and will be discussed during the interview. Position #1 - Hours are Monday - Friday 7:
30-4 pm. When extended hours resume Wednesday hours will be 11-7:
30 pm for extended hour coverage. Position #2 - . Hours are Monday - Friday 8:
00-4:
30 pm. When extended hours resume Monday hours will be 11-7:
30 pm for extended hour coverage. Financial Disclosure Report:
Not required 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 or Education:
Experience:
Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education:
One year above high school (transcript is required with application); OR Experience/Education Combination:
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application); 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 3j. Grade Determinations:
In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates:
Knowledge of Medical Support Assistant Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current Medical Support Assistant responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an Medical Support Assistant or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to Medical Support Assistant experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an Medical Support Assistant or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an Medical Support Assistant employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. GS-6 Advanced Medical Support Assistant:
One year of experience equivalent to the GS-5 grade level.Experience at the GS-5 level includes:
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; 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.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
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, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.
- Department:
0679 Medical Support Assistance - Salary Range:
$42,308 to $55,001 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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