Advanced Medical Support Assistant
The Primary Care MSA is responsible for scheduling and managing patient appointments, as well as, and interpreting and verifying provider orders. The MSA operates computerized programs and data bases in order to enter, modify, and retrieve sensitive information from electronic medical records, scheduling systems, and reports. The primary care MSA also performs clinical supportive duties for patient care in the ambulatory care setting. He/she communicates professionally and effectively with both internal and external customers. The MSA identifies customer concerns, promptly takes steps to resolve customer issues, and follows up to ensure a satisfactory resolution as he/she often processes problems on the frontline. Primary duties include, but are not limited to:
Makes appointments for new and follow up clinic visits for patients belonging to one or more providers in accordance with VHA Outpatient Scheduling Processes and Procedures. Uses monitors such as EWL, recall list, and PCMM for appointment management. Responsible for ensuring check in/out of patients through the Appointment Management software program system. Participates in improving patient flow in the clinic which includes receiving patients/family members, processing walk in patients, processing travel benefits, and release of records/information. As front line staff, the MSA resolves problems independently, to the extent possible without nursing or physician intervention. Determines eligibility and entitlement to VA medical benefits. Processes TRICARE patients as necessary. Ensures all pertinent information is obtained from the patient and entered into the patient's data in the computer system. Promptly completes assignments for a variety of patients in a timely manner, demonstrating initiative and independence. Practices universal precautions at all times and infection control standards, regulations, and practices. Provides care to patients in such a manner that potential and/or identified risks are anticipated, minimized, or eliminated. Independently ensures that the work environment is safe, organized, restocked and that equipment is functional. Communicates problems/concerns to supervisor as necessary. Employs appropriate and cost effective use of supplies and equipment. Routinely supports and reinforces health care teaching. Participates in performance improvement activities and principles of Patient Aligned Care Team but are not limited to; participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Establishes effective interaction and communication with patients, families and members of the health care team. Demonstrates knowledge, skill, and ability to recognize and respond appropriately to emergency situations. Provides competent patient care in a manner which insures safety of patients, visitors, staff, and self. And adheres to safety standards, regulations, and practices Enters all documentation according to policy and guidelines. Work Schedule:
Monday - Friday, 8:
00 a.m. to 4:
30 p.m. 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:
Advanced Medical Support Assistant, GS-06 - In order to be found qualified for this position, you must possess the following:
Experience. One year of experience equivalent to the next lower grade level (GS-05). Examples of experience at the next lower grade would include; scheduling appointments (including interpreting and verifying provider orders), canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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 5005/53; Part II, Appendix G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. This can be found in the local Human Resources Office. Physical Requirements:
The work requires some standing, but for the most part, the employee is sitting with intermittent walking, bending, lifting, and carrying supplies and/or medical records which weigh less than 15 pounds. Work requires the use of a keyboard, computer and video screen for up to six hours intermittent per day. Intermittent walking is necessary to pick up, transfer and deliver records and other documents needed for patient care.
Estimated Salary: $20 to $28 per hour based on qualifications.
Makes appointments for new and follow up clinic visits for patients belonging to one or more providers in accordance with VHA Outpatient Scheduling Processes and Procedures. Uses monitors such as EWL, recall list, and PCMM for appointment management. Responsible for ensuring check in/out of patients through the Appointment Management software program system. Participates in improving patient flow in the clinic which includes receiving patients/family members, processing walk in patients, processing travel benefits, and release of records/information. As front line staff, the MSA resolves problems independently, to the extent possible without nursing or physician intervention. Determines eligibility and entitlement to VA medical benefits. Processes TRICARE patients as necessary. Ensures all pertinent information is obtained from the patient and entered into the patient's data in the computer system. Promptly completes assignments for a variety of patients in a timely manner, demonstrating initiative and independence. Practices universal precautions at all times and infection control standards, regulations, and practices. Provides care to patients in such a manner that potential and/or identified risks are anticipated, minimized, or eliminated. Independently ensures that the work environment is safe, organized, restocked and that equipment is functional. Communicates problems/concerns to supervisor as necessary. Employs appropriate and cost effective use of supplies and equipment. Routinely supports and reinforces health care teaching. Participates in performance improvement activities and principles of Patient Aligned Care Team but are not limited to; participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Establishes effective interaction and communication with patients, families and members of the health care team. Demonstrates knowledge, skill, and ability to recognize and respond appropriately to emergency situations. Provides competent patient care in a manner which insures safety of patients, visitors, staff, and self. And adheres to safety standards, regulations, and practices Enters all documentation according to policy and guidelines. Work Schedule:
Monday - Friday, 8:
00 a.m. to 4:
30 p.m. 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:
Advanced Medical Support Assistant, GS-06 - In order to be found qualified for this position, you must possess the following:
Experience. One year of experience equivalent to the next lower grade level (GS-05). Examples of experience at the next lower grade would include; scheduling appointments (including interpreting and verifying provider orders), canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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 5005/53; Part II, Appendix G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. This can be found in the local Human Resources Office. Physical Requirements:
The work requires some standing, but for the most part, the employee is sitting with intermittent walking, bending, lifting, and carrying supplies and/or medical records which weigh less than 15 pounds. Work requires the use of a keyboard, computer and video screen for up to six hours intermittent per day. Intermittent walking is necessary to pick up, transfer and deliver records and other documents needed for patient care.
- Department:
0679 Medical Support Assistance - Salary Range:
$40,079 to $52,104 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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