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 veterans and maintains appointment schedules for one or more outpatient clinics.
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The Marion, IL VA Medical Center is seeking applicants to establish an internal register for Advanced MSA positions. Positions may be available in any service area throughout the facility.
The Advanced MSA provides technical expertise in specialty scheduling and facilitates compliance with scheduling directives, providing technical assistance to the entire team. They must provide excellent customer service and adhere to VA local, National and Service policies and procedures. Strict confidentiality must be maintained at all time while abiding by HIPAA laws and exhibit ethical conduct at all times. Employees must adhere to mandatory annual VHA training requirements.
The Advanced MSA 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. Incumbent must 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.
The Advanced MSA is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The Advanced MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and veteran needs.
Vacancies may be located at any facility/clinic within the Marion VA Healthcare System. Current and future vacancies will be filled from this announcement.
The standard tour of duty is Monday-Friday, however may differ to include Saturday, depending on the needs of the Agency. Please mark all locations that you are willing to accept.
Friday, 8:00 a.m.
4:30 p.m., excluding weekends and federal holidays
NOTE: Other work schedules may be available depending on the location of the vacancy.
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
You must be a U.S. Citizen to apply for this job
Designated and/or random drug testing may be required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to a background/security investigation
Must be proficient in written and spoken English
Selected applicants will be required to complete an online onboarding process
Applicants 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.
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.
Experience/Education: Six (6) months experience of clerical, office work, 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 one (1) year of education above high school; or equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
GS-6 Advanced MSA Experience: One year of experience equivalent to the next lower grade level GS 5.
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).
GS-5 MSA, Medical Support Assistant, GS-0679-05: (Full Performance Level)
Experience: One year of experience equivalent to the next lower grade level or 4 years of education above high school.
Assignment: This is the full performance level for MSAs.
At this level, the MSA performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes.
The MSA is responsible for 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.
Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling 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. Coordinate administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determine appropriate type based on the patient's eligibility status.(i.e., TRICARE, sharing agreements, etc.), collaterals, research patient, VA employee, etc.
Demonstrated Knowledge, Skills, and Abilities
1.Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
2.Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3.Ability to schedule medical appointments in a clinical setting.
4.Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5.Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6.Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
GS-6 MSA Advanced Medical Support Assistant, GS-0679-06:
Experience: One year of experience equivalent to the next lower grade level GS 5.
Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate ALL of the KSA's 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.
References: VA Handbook 5005/117, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. This can be found in the local Human Resources Office.
The full performance level of this vacancy is GS-06.
Light lifting (under 15 lbs); Light carrying (under 15 lbs); Use of fingers, Both hands required; Walking (1 hr); Standing (1 hr.); Far vision correctable in one eye to 20/50 and to 20/100 in the other; Hearing aid permitted; Working closely with others; Working alone.
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S.
Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Department Of Veterans Affairs