Advanced Medical Support Assistant
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients as well as maintains appointment schedules. The incumbent must assist 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 to effectively support the needs of the clinic. Duties of the position include, but is not limited to:
Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical center, and other Community-Based Outpatient Clinics (CBOC). Explains the VA's made 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. Use each interaction with the patient to validate and update patient demographic information. Enters appropriate information into the electronic record. Monitors pre-appointment requirements to assure readiness for patient visit/procedure (i.e.:
self-report instruments). Screen/receive 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. Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows:
Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the input, either in person or by phone. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Conducts a daily review of active/pending consults, return to clinic orders, Electronic Wait List, Recall list, Audiocare, Secure Messaging and VEText communications for accuracy and disposition. The Advanced MSA ensures that all insurance and demographic information is verified when the Veteran presents for his/her appointment. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. incumbent will ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to HIMS to scan or performing scanning (CBOCs) Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Work Schedule:
Monday - Friday 8:
00AM-4:
30PM Financial Disclosure Report:
Not required 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 11, chapter 3, section A, paragraph 3g.) Experience and 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; -or- Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None Required Grade Determinations:
Experience. One year of experience equivalent to the next lower GS-05 grade level. Qualifying experience includes experiences gained in working in an administrative health care setting, to include, but may not be limited to:
scheduling, canceling, rescheduling 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 VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Advanced knowledge of the technical health care process as it relates to access to care. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/ 53, Part 11, Appendix G45 - Title 38 Hybrid, Medical Support Assistant Qualification Standard Physical Requirements:
Physical activity includes sitting, standing (up to 2 hours), walking (up to 2 hours), heavy lifting (45 pounds or over), reaching above the shoulder and repeated bending. Incumbent should be emotionally and mentally stable and capable to perform the duties of the position.
Estimated Salary: $20 to $28 per hour based on qualifications.
Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical center, and other Community-Based Outpatient Clinics (CBOC). Explains the VA's made 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. Use each interaction with the patient to validate and update patient demographic information. Enters appropriate information into the electronic record. Monitors pre-appointment requirements to assure readiness for patient visit/procedure (i.e.:
self-report instruments). Screen/receive 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. Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows:
Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the input, either in person or by phone. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Conducts a daily review of active/pending consults, return to clinic orders, Electronic Wait List, Recall list, Audiocare, Secure Messaging and VEText communications for accuracy and disposition. The Advanced MSA ensures that all insurance and demographic information is verified when the Veteran presents for his/her appointment. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. incumbent will ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to HIMS to scan or performing scanning (CBOCs) Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Work Schedule:
Monday - Friday 8:
00AM-4:
30PM Financial Disclosure Report:
Not required 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 11, chapter 3, section A, paragraph 3g.) Experience and 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; -or- Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None Required Grade Determinations:
Experience. One year of experience equivalent to the next lower GS-05 grade level. Qualifying experience includes experiences gained in working in an administrative health care setting, to include, but may not be limited to:
scheduling, canceling, rescheduling 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 VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Advanced knowledge of the technical health care process as it relates to access to care. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/ 53, Part 11, Appendix G45 - Title 38 Hybrid, Medical Support Assistant Qualification Standard Physical Requirements:
Physical activity includes sitting, standing (up to 2 hours), walking (up to 2 hours), heavy lifting (45 pounds or over), reaching above the shoulder and repeated bending. Incumbent should be emotionally and mentally stable and capable to perform the duties of the position.
- Department:
0679 Medical Support Assistance - Salary Range:
$39,569 to $51,440 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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