Advanced Medical Support Assistant
Duties include, but are not limited to:
Responding to problems and hearing patients' and family requests, needs, complaints, determining those of an emergency nature; assisting in resolving patient complaints whether in person or through appropriate inquiries; preparing appropriate resolutions/recommendations; looking for solutions to resolve problems or expedite delivery of patient care to ensure customer satisfaction. Maintaining and consolidating active clinical/computerized records. Ensuring that such records are complete and in correct sequential and chronological order with all filing current for quick reference by Registered Dietitians. Maintaining accurate breakdown of patients according to treating specialty or attending physician on those services which require this information. Scheduling patient appointments with various clinics within Nutrition and Food service clinics. Coordinating appointments for timeliness to avoid conflicts in patient treatment and to meet the schedule of nutrition clinic to which referred. Initiating action to notify patients of appointments or of any changes to appointment time or location. Receiving telephone inquiries and referring calls to other information sources when appropriate. Sorting and promptly delivering all mail to Department Chief Assistant Chief:
Clinical Staff or Food Service. Returning undeliverable mail to proper dispositions with reason for non-delivery. Maintaining office supplies and placing orders to replenish as needed. Maintaining timecards and acting as the timekeeper for Nutrition and Food Service Staff employees, inputting data into the DFAS time card program. Independently posting all hours of duty which includes multiple work locations, (including ad hoc), schedules, and obtaining the necessary documentation of all types of leave. Posting is accomplished from the certified and subsidiary records maintained by Nutrition and Food Service Clinical, Administrative and Food Service Staff. Posting time cards with appropriate charge to annual leave, sick leave, LWOP, AWOL, Non- pay, restored annual leave, overtime/compensatory time hours, holiday worked, jury duty, authorized absence, continuation of pay, care and bereavement, unscheduled work hours for part-time employees, and military leave. Filing and maintaining correspondence, certified time schedules, overtime reports, advanced sick leave, leave without pay. Ascertains that leave balances are in prescribed limits to avoid leave forfeitures. Ensuring automated timecards are posted and signed in a timely manner to meet fiscal service deadlines. Coordinating early time and leave card submissions with unit supervisors and executing data entry with minimal error. Serving as a resource person to all Nutrition and food service staff personnel for interpretation /explanation of time and leave policies and procedures. Possessing knowledge of applicable VHA rules, regulations and Medical Center policies. Possessing the ability to instruct new Dietitians and Food Service staff in administrative functions relating to their positions. Possessing the knowledge or location, function, rules and regulations of other services in the Medical Center in order to properly and expeditiously accomplish referrals for services and materials. Possessing the knowledge of the provisions of the Privacy Act and the policies governing the security and confidentiality of the medical record when information is requested by patients, families, attorneys, etc. Possessing the skills to work accurately and establish priorities due to frequent interruptions from the telephone, Dietitians, patients and other personnel. Having knowledge of all computerized systems. Possessing working knowledge of communication principles in order to successfully gather and process information and to facilitate problem resolution. Performing other duties, as assigned. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm 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. 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; 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. 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. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. See VA Directive and Handbook 5019. 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. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Specialized
Experience:
One year of experience equivalent to the GS-5 grade level. Grade Determinations:
In addition to meeting the basic requirements, an applicant must meet the specialized experience for GS-6. Specialized experience includes:
Experience. One year of experience equivalent to the GS-5 grade level. GS-5 duties can include:
performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the following KSAs:
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 5005/117 PART II APPENDIX G45, August 1, 2019 The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements:
See VA Directive and Handbook 5019.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responding to problems and hearing patients' and family requests, needs, complaints, determining those of an emergency nature; assisting in resolving patient complaints whether in person or through appropriate inquiries; preparing appropriate resolutions/recommendations; looking for solutions to resolve problems or expedite delivery of patient care to ensure customer satisfaction. Maintaining and consolidating active clinical/computerized records. Ensuring that such records are complete and in correct sequential and chronological order with all filing current for quick reference by Registered Dietitians. Maintaining accurate breakdown of patients according to treating specialty or attending physician on those services which require this information. Scheduling patient appointments with various clinics within Nutrition and Food service clinics. Coordinating appointments for timeliness to avoid conflicts in patient treatment and to meet the schedule of nutrition clinic to which referred. Initiating action to notify patients of appointments or of any changes to appointment time or location. Receiving telephone inquiries and referring calls to other information sources when appropriate. Sorting and promptly delivering all mail to Department Chief Assistant Chief:
Clinical Staff or Food Service. Returning undeliverable mail to proper dispositions with reason for non-delivery. Maintaining office supplies and placing orders to replenish as needed. Maintaining timecards and acting as the timekeeper for Nutrition and Food Service Staff employees, inputting data into the DFAS time card program. Independently posting all hours of duty which includes multiple work locations, (including ad hoc), schedules, and obtaining the necessary documentation of all types of leave. Posting is accomplished from the certified and subsidiary records maintained by Nutrition and Food Service Clinical, Administrative and Food Service Staff. Posting time cards with appropriate charge to annual leave, sick leave, LWOP, AWOL, Non- pay, restored annual leave, overtime/compensatory time hours, holiday worked, jury duty, authorized absence, continuation of pay, care and bereavement, unscheduled work hours for part-time employees, and military leave. Filing and maintaining correspondence, certified time schedules, overtime reports, advanced sick leave, leave without pay. Ascertains that leave balances are in prescribed limits to avoid leave forfeitures. Ensuring automated timecards are posted and signed in a timely manner to meet fiscal service deadlines. Coordinating early time and leave card submissions with unit supervisors and executing data entry with minimal error. Serving as a resource person to all Nutrition and food service staff personnel for interpretation /explanation of time and leave policies and procedures. Possessing knowledge of applicable VHA rules, regulations and Medical Center policies. Possessing the ability to instruct new Dietitians and Food Service staff in administrative functions relating to their positions. Possessing the knowledge or location, function, rules and regulations of other services in the Medical Center in order to properly and expeditiously accomplish referrals for services and materials. Possessing the knowledge of the provisions of the Privacy Act and the policies governing the security and confidentiality of the medical record when information is requested by patients, families, attorneys, etc. Possessing the skills to work accurately and establish priorities due to frequent interruptions from the telephone, Dietitians, patients and other personnel. Having knowledge of all computerized systems. Possessing working knowledge of communication principles in order to successfully gather and process information and to facilitate problem resolution. Performing other duties, as assigned. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm 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. 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; 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. 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. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. See VA Directive and Handbook 5019. 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. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Specialized
Experience:
One year of experience equivalent to the GS-5 grade level. Grade Determinations:
In addition to meeting the basic requirements, an applicant must meet the specialized experience for GS-6. Specialized experience includes:
Experience. One year of experience equivalent to the GS-5 grade level. GS-5 duties can include:
performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the following KSAs:
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 5005/117 PART II APPENDIX G45, August 1, 2019 The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements:
See VA Directive and Handbook 5019.
- 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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