Adv Med Support Assistant

Veterans Affairs, Veterans Health Administration

Job Description


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 patients and maintains appointment schedules for one or more outpatient clinics. 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. is able to 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 patient needs. The MSA participates in the daily team led huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Directs work of Medical Support Assistants in the absence of the supervisor and/or lead. Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue Serves as a liaison for veterans, clinical/administrative staff and others to ensure accordance with eligibility and enrollment activities relating directly and indirectly to care and treatment of patients. Incumbent must maintain the ability to perform the varied and complex duties of each of the Program Support Assistants (Care Facilitators) and the Medical Support Assistants in the Clinical Support Section located in various clinical areas throughout the medical center, some off-campus or on irregular tours. Work Schedule: Monday through Saturday, to include holidays. 8:00 am 6:00 pm (Varying Schedule 40 hours a week)(This position is located in the Patient Business Services, Radiology Services, Audiology Services, and Specialty Medical Services . Work schedule will be dependent on the patient needs for these departments and some departments may include compressed schedules.) Telework: Not Authorized

Virtual: This is not a Virtual Position

Relocation/Recruitment Incentives: Not authorized for this position

Financial Disclosure Report: Not required


Conditions of Employment


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/12/2020.

Basic Requirements: 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: AMSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Experience and Education: General 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. Certification: None required. Grade Determinations:


Experience. One year of experience equivalent to the next lower grade level. Examples of specialized experience include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring a patient scheduling electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other hospitals; performing basic eligibility; co-pays and pre-authorization requirements for specific coverage; and scheduling exams where advanced patient preparation is required. ASSIGNMENT: The incumbent serves as an Advanced Medical Support Assistant in various departments with vacancies at the Chalmers P. Wylie Outpatient Clinic in Columbus, Ohio. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties of a Medical Support Assistant is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. The performance of daily rounds to the assigned clinic areas is required. The AMSA is also required to assist in the management of the administrative functions of the service. This requires scheduling calls to Veterans regarding advance directives or other social work programs. This may include frequent visits to off-site clinics to fill-in for or interact with the Medical Support Assistants and clinical/administrative staff in these areas. May be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives. 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 is GS-05. The selection will be made at the GS-06 level which is above the full performance level. References: VA Handbook 5005, Part 2, Appendix G45, Medical Support Assistant Qualification Physical Requirements: The work is basically sedentary, but a great deal of moving to all parts of the Ambulatory Care Center is required since the incumbent will be working with a variety of clinical and administrative services. Other physical demands include reaching, bending, stretching, and carrying light loads of supplies.


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: 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:

Additional Information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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.

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