Advanced Medical Support Assistants provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
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Duties will vary slightly depending on the service assigned to. Primary functions of the Advanced Medical Support Assistant are scheduling, 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; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. Additional duties may include but are not limited to:
Serves as the front line of contact with patients, setting the tone for the quality of healthcare and services at the VA, utilizing a high degree of tact and diplomacy as well as a caring, compassionate and sensitive manner.
Receives telephone calls in a courteous and timely manner using privacy rules and established clinic processes.
Forwards calls to team members as needed and/or take messages as needed.
Verifies third party insurance and updating information in the Insurance Capture Buffer (ICB) system.
Refers all questions requiring immediate medical attention to appropriate health care team member.
Schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
Prepares reports in various formats and enters information in the appropriate electronic system and in the Veteran's patient electronic record.
Resolves patient complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.
Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
Assists with authorization requests for Veterans seeking external private care appointments.
Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care.
Work Schedule: Most shifts are Monday through Friday, 7:30am to 4:00pm. This can change based on need at time of hire
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
You must be a U.S. Citizen to apply for this job
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
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.
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;
Education. One year above high school. Education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED);
Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
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).
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.
IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION.
Grade Requirement: One (1) year of experience equivalent to the GS-5 grade level. Examples of specialized experience include, but are not limited to: 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; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates 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 (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs:
Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines 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. 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 the patient flow, and patient support care 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 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf
The full performance level of this vacancy is GS-06.
Physical Requirements:The work is primarily sedentary but also requires some standing, walking, bending, lifting and carrying of light items.
There is no educational substitute for this grade level. (GS-06)
Department Of Veterans Affairs