Advanced Medical Support Assistant
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. Duties include but are not limited to:
Advanced Medical Support Assistant for Imaging Service The Advanced MSA is assigned to perform scheduling duties for Diagnostic and Therapeutic Imaging Service. The incumbent's work impacts the administrative aspect of patient care, including:
access, negotiating appointments, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing Recall Reminders, managing the Electronic Waiting List (EWL), patient processing and customer service. The Advanced MSA will work collaboratively with supervisor technologists, lead technologists, radiologists, and technologists scheduling appointments for Imaging procedures and receiving patients. This requires an understanding of the procedures performed, specific times allotted, specialty equipment room requirements and specialized radiologists availability. Must adhere to all regulatory guidelines and service guidelines to ensure accurate and appropriate scheduling of procedures. The Advanced MSA is responsible for ensuring access meets clinic capacity and to report delays and conflicts in meeting requirements. Must utilize multiple computer programs to accomplish appropriate scheduling, including but not limited to:
VISTA, CPRS, Hi-IQ, Excel. Manages receipt and disposition of Imaging requests to ensure proper documentation is received, acted upon, tracked and completed in a timely manner. Must interact with customers effectively to provide and obtain needed information to process appointments. The Advanced MSA will have telephone and face to face communications with patients, family, providers, and Imaging staff to facilitate management of appointments. Work Schedule:
Monday-Friday 0800-1630 Financial Disclosure Report:
Not required Applicants 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:
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. Six months experience of clerical, office, customer service, or other administrative 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 REQUIRED); OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPT REQUIRED). Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced Medical Support Assistant is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation GRADE DETERMINATIONS 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. Medical Support Assistant (Advanced), GS-6 Experience or Education. One year of specialized experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1.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. 2.Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3.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. 4.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. 5.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. 6.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration. Dated August 1, 2019
Estimated Salary: $20 to $28 per hour based on qualifications.
Advanced Medical Support Assistant for Imaging Service The Advanced MSA is assigned to perform scheduling duties for Diagnostic and Therapeutic Imaging Service. The incumbent's work impacts the administrative aspect of patient care, including:
access, negotiating appointments, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing Recall Reminders, managing the Electronic Waiting List (EWL), patient processing and customer service. The Advanced MSA will work collaboratively with supervisor technologists, lead technologists, radiologists, and technologists scheduling appointments for Imaging procedures and receiving patients. This requires an understanding of the procedures performed, specific times allotted, specialty equipment room requirements and specialized radiologists availability. Must adhere to all regulatory guidelines and service guidelines to ensure accurate and appropriate scheduling of procedures. The Advanced MSA is responsible for ensuring access meets clinic capacity and to report delays and conflicts in meeting requirements. Must utilize multiple computer programs to accomplish appropriate scheduling, including but not limited to:
VISTA, CPRS, Hi-IQ, Excel. Manages receipt and disposition of Imaging requests to ensure proper documentation is received, acted upon, tracked and completed in a timely manner. Must interact with customers effectively to provide and obtain needed information to process appointments. The Advanced MSA will have telephone and face to face communications with patients, family, providers, and Imaging staff to facilitate management of appointments. Work Schedule:
Monday-Friday 0800-1630 Financial Disclosure Report:
Not required Applicants 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:
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. Six months experience of clerical, office, customer service, or other administrative 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 REQUIRED); OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPT REQUIRED). Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced Medical Support Assistant is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation GRADE DETERMINATIONS 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. Medical Support Assistant (Advanced), GS-6 Experience or Education. One year of specialized experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1.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. 2.Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3.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. 4.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. 5.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. 6.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration. Dated August 1, 2019
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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