Current VA employees should apply under CBCF-10297485-18-LK-BU.
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Work Schedule: Monday - Friday with various tours to include weekends and overtime.
The incumbent works at the VA Palo Alto Health Care System in one of the Divisions, Palo Alto, Livermore, Menlo Park, or on of the CBOCs, San Jose, Capitola, Monterey, Fremont, or Stockton. The position is under Patient Administration and Support Service and is expected to work closely with all members of the health care team and will receive program direction and guidance from the team's leadership, i.e., MSA Supervisor, Nurse Manager and/or medical director. The VAPAHCS uses a practice group concept that combines managed care and primary care treatment models. Each care team consists of identifiable and consistent team members that include physicians, nursing staff, mental health clinicians and administrative support. The incumbent is multi-functional employee with full clerical capabilities and responsibilities.
The major duties and responsibilities include, but are not limited to:
Monitor patient enrollment information to the designated clinics, assisting clinic providers in enrolling patients into a PCE module.
Ensure appointments are made timely and accurately; maximize efficiency of available appointments and "carve out" slots; monitor "no shows"; coordinate cancelations, etc.
Serve as the first line of communication to the patients, family members, clinical and support staff on many varied issues.
Keep the team informed and up-to-date concerning appropriate administrative regulations.
Promotes and adheres to the principles and processes of Advanced Clinic Access.
Job family (Series)
0679 Medical Support Assistance
HelpRequirements 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.
U.S. citizenship. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
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.
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 3j.
Grade Determination: In addition to the basic requirements, following criteria must be met for all candidates.
GS-6: Advanced Medical Support Assistant
(a) Experience. One year of experience equivalent to the next lower grade level (GS-5).
(b) 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.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. 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 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.
The full performance level of this vacancy is GS-06.
References: VA Handbook 5005/53, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated June 7, 2012. This can be found in the local Human Resources Office.
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