Adv Med Support Assistant

Veterans Affairs, Veterans Health Administration | Coatesville, PA

Posted Date 6/30/2020
Description The Medical Support Assistant (MSA) position serves as a Consult Coordinator for Community Care. The MSA works collaboratively with other members of expanded health care teams (i.e., Patient Aligned Care Team (PACT), specialty care) including Community Care providers, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. The MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, Mental Health, Community Care) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. Clerical duties: maintains appointment schedules for Community Care, communicates with Community Care providers to ensure they accept VA patients and payments, prepares any required pre-appointment documents, schedules the appropriate level of care and documents the schedule in the appropriate consult. Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care. Coordinates internal and external care between customers and providers. Processes consults following Office of Community Care procedures and guidelines and enters appropriate authorizations.

Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and Social Security Number. He/she must use each interaction 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 health insurance information, serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV).

Incumbent schedules Veteran appointments with community providers using VistA or other software scheduling options. Uses established business rules to schedule appointment for Veterans. Incumbent complies with the mandatory training requirements for the outpatient scheduling processes. Ensures all appointments are scheduled timely and the provider and patient's desired dates are met.

Meets the needs of customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, staff, and internal and external providers) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Has a clear understanding of the diverse nature of VA's beneficiary base and sensitivity towards the cultural and spiritual differences of all.

Work Schedule: Monday - Friday 8:00 AM - 4:30 PM
Financial Disclosure Report: Not requiredApplicants 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 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;
  • (2) Education. One year above high school;
  • (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. 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.

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-6Experience 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.
Preferred Experience: One year of specialized experience as a Medical Support Assistant within the Veteran's Health Administration.

References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration. Dated August 1, 2019

The full performance level of this vacancy is GS-6.

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. See VA Directive and Handbook 5019.

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