Medical Support Assistant (Advanced)
Major duties include, but are not limited to:
Serves as the front line of contact with patients. Sets the tone for the quality of healthcare and services at the VA. Incumbent must utilize a high degree of tact and diplomacy as well as a caring, compassionate and sensitive manner. Receives telephone calls in a courteous and timely manner using privacy rules and established clinic processes. Forwards calls to team members as needed and/or take messages as needed. Processes first party requests for medical records and written (faxed) requests for medical information from hospitals and/or doctors. Identifies incomplete information daily and communicates finds to providers to facilitate accurate workload credit and revenue collection. Participates in the daily huddles and weekly meetings with each assigned team for patient care planning and management. Sets priorities and deadlines, adjusts the flow and sequencing of work to meet team and patient needs with little supervision. Provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers and other administrative and professional staff. Other duties as assigned. Work Schedule:
Various Tours- Days and Hours to be set by Supervisor. Temporary:
This position is temporary to support the needs of the organization. If selected for this temporary position candidates be converted to permanent status at a later date based on the needs of the organization. Functional Statement:
Medical Support Assistant (Advanced) To qualify for this position, applicants must meet all Basic Requirements AND Grade Determination listed below at the time of application. 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 and Education.(1) 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,(2) Education. One year above high school; OR,(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. Creditable
Experience:
(1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA 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 a MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA 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. (3) Part-Time Experience. Part-time experience as an MSA 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 MSA 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. Grade Determinations:
Experience. In addition to the Basic Requirements above, candidates must have:
One year of experience equivalent to the GS-5 grade level (this experience includes knowledge of medical terminology, experience with patient record systems, scheduling patient appointments, and ability to communicate with medical professionals.)-AND- 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. References:
VA HANDBOOK 5005/117 Part II Appendix G45, Medical Support Assistant Series, Revised August 1, 2019 Physical Requirements:
This position is a moderately sedentary position, with work being performed at a desk with computer. No special physical qualifications are required to perform the work. However, emotional stability is required to make sound decisions and resolve crisis situations. The work requires ability to move around the office and to carry such items as records, books, and equipment.
Estimated Salary: $20 to $28 per hour based on qualifications.
Serves as the front line of contact with patients. Sets the tone for the quality of healthcare and services at the VA. Incumbent must utilize a high degree of tact and diplomacy as well as a caring, compassionate and sensitive manner. Receives telephone calls in a courteous and timely manner using privacy rules and established clinic processes. Forwards calls to team members as needed and/or take messages as needed. Processes first party requests for medical records and written (faxed) requests for medical information from hospitals and/or doctors. Identifies incomplete information daily and communicates finds to providers to facilitate accurate workload credit and revenue collection. Participates in the daily huddles and weekly meetings with each assigned team for patient care planning and management. Sets priorities and deadlines, adjusts the flow and sequencing of work to meet team and patient needs with little supervision. Provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers and other administrative and professional staff. Other duties as assigned. Work Schedule:
Various Tours- Days and Hours to be set by Supervisor. Temporary:
This position is temporary to support the needs of the organization. If selected for this temporary position candidates be converted to permanent status at a later date based on the needs of the organization. Functional Statement:
Medical Support Assistant (Advanced) To qualify for this position, applicants must meet all Basic Requirements AND Grade Determination listed below at the time of application. 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 and Education.(1) 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,(2) Education. One year above high school; OR,(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. Creditable
Experience:
(1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA 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 a MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA 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. (3) Part-Time Experience. Part-time experience as an MSA 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 MSA 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. Grade Determinations:
Experience. In addition to the Basic Requirements above, candidates must have:
One year of experience equivalent to the GS-5 grade level (this experience includes knowledge of medical terminology, experience with patient record systems, scheduling patient appointments, and ability to communicate with medical professionals.)-AND- 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. References:
VA HANDBOOK 5005/117 Part II Appendix G45, Medical Support Assistant Series, Revised August 1, 2019 Physical Requirements:
This position is a moderately sedentary position, with work being performed at a desk with computer. No special physical qualifications are required to perform the work. However, emotional stability is required to make sound decisions and resolve crisis situations. The work requires ability to move around the office and to carry such items as records, books, and equipment.
- Department:
0679 Medical Support Assistance - Salary Range:
$39,317 to $51,113 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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