Full Job Description
The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The Advanced MSA may be required to serve on more than one team.
The Advanced Level Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative. Patient care is delivered in a team based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a primary care provider. The teamlet provides the majority of the healthcare needs for an assigned panel of patients. The teamlet works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non VA specialists, hospitals, diagnostic and treating facilities, and community based programs.
Incumbent must be able to 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 patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she 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. The Advanced MSA may be required to serve on more than one team.
Work Schedule: Monday-Friday 0730-1600
Financial Disclosure Report: Not required
Job family (Series)
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
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/21/2020.
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 month of 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.
Language Proficiency. Proficient in spoken and written English
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).
GS-6 Advanced MSA
One year of experience equivalent to the next lower grade level (GS-5).
The Advanced MSA provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic [appointment availability] (utilization) to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).
Candidates must demonstrate the KSAs below:
Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
Ability to provide staff development and training.
Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
Ability to review and monitor data to ensure all reports are complete and accurate.
References: VA Handbook 5005/53 PART II APPENDIX G45 MEDICAL SUPPORT ASSISTANT Qualification Standards. This can be found in the local Human Resources Office.
Physical Requirements: The work of the positions is primarily sedentary and requires no special physical demands. It may involve some walking, standing, bending, or carrying of light items. Concentration and sustained performance under prolonged stress is required because of the time factors involved with completion of work. Work involves extended periods of keyboarding.
This job does not have an education qualification requirement.
This job opportunity announcement may be used to fill additional vacancies.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
If you are unable to apply online view the following link for information regarding an Alternate Application.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Background checks and security clearance
Drug test required
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
To apply for this position, you must provide a complete Application Package which includes:
VA FORM 10-2850C- Application for Associated Health Occupations
VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
VA FORM 10-2850C- Application for Associated Health Occupations
SF-50/ Notification of Personnel Action
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
This job is open to
U.S. citizens, nationals or those who owe allegiance to the U.S.