Medical Support Assistant (Advanced)

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. Basic Requirements: United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according with VA Policy. Experience: None. Education: High school diploma OR high school transcript (unofficial or official) OR General Education Development equivalency certificate OR homeschooling completion OR proficiency certificate from a State or territorial-level Board or Department of Education OR college transcript (official). Licensure/Certification/Registration. None Grandfathering Provision. 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). 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. Grade Determinations: Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Schedule medical appointments in a clinical setting; Work independently in the accomplishment of a wide variety of duties performing patient support work; Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; Customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs 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 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 the language utilized by clinicians. Reference: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo General Duties 1) Coordinates and maintains overall patient flow of Dental Clinic Teams. Receives patients and visitors in person or telephonically. Records and relays messages and/or redirects calls as necessary. Incumbent refers urgent messages and patient information for immediate action. Obtains identifying information and determines the nature of the visit/call. Insures eligibility for care and contacts appropriate staff member for verification, when necessary. Incumbent creates clinic scheduling matrices. Schedules appointments and provides information regarding clinic and hospital policies, procedures and locations to patients, family members, staff, etc.. 2) Supports the Dental Service Chief's administrative obligations Designs, collects and follows Advanced Clinic Access/System Redesign/Continuous Quality Improvement projects from clinical and administrative activities and participates in identifying areas for which continued or new monitoring is needed as well as monitors that no longer require attention. 3) Dental Service Productivity Incumbent serves as Dental Service Point of Contact of dental fee basis programs. Participates in referrals for Non VA Clinical Care (NVCC). Liaises between private fee dentists, patients, NVCC claims examiners and Chief, Dental Service to ensure proper documentation is completed and plans are approved. Essential Service-Specific Resource Roles: 1) Education Liaison for Dental Service Keeps staff informed of the status of their education requirements. Tracks performed education by all dental staff. 2) Patient Advocate Liaison Incumbent assists in handling patient complaints and inquiries. Identifies cases which require a higher level of input and refers to appropriate person. 3) Assists staff with hardware and software computer support needs and interacts with Service ADPAC. 4) Dental Service Administrative Support Utilizes word processing, spreadsheet and PowerPoint functions of the personal computer, prepares letter and memorandum correspondence; acts as Timekeeper; routes mail; screens telephone calls and answers all but those which require the Chief's attention; takes minutes of staff meetings; independently collects and collates necessary data and completes and appropriately routes forms for equipment purchase, employee recruitment, employee travel, personnel action and irregular tour of duty. Inputs and tracks work order requests. 5) Dental Failed and No Show Appointments Incumbent communicates with those who have excessive failed and no-show appointments. Strives to maintain Missed Opportunities below the 10% benchmark. 6) Contracted Services Liaison Maintains work schedules and patient flow for contracted in-service dental providers. Incumbent coordinates between homeless program counselors and vocational rehabilitation counselors. Regularly prepares production reports and cost analysis reports. Coordinates, receives and verifies invoices for contract lab costs. Maintains database utilized for case tracking and lab expenditures. 7) Service Level Safety Officer Assistant Attends coordinator meetings, disseminates newest information, policy and codes. Arranges appropriate training with Facility Safety Officer, Occupational Health, GEMS coordinator and/or Industrial Hygienist to ensure patient and employee safety. 8) MSDS Database Coordinator Assistant Surveys clinic for products requiring MSDS documentation in on-line database. Uploads said information. 9) Inventory and Supply Coordinator Maintains sufficient office supplies and ensures functioning office equipment. Conducts annual inventory of office, dental and lab equipment. 10) Records Control Officer Maintains, scans and routes dental records to appropriate personnel. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 70223F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized