Adv Med Support Assistant
The incumbent will perform the following duties, but not limited to:
Works collaboratively in an interdisciplinary coordinated care delivery model, Patient Aligned Care Team (PACT). Coordinates with the PACT to review clinic utilization using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes necessary adjustments. Collaborates, communicates, sets priorities, and organizes work with the PACT in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Participates in team huddles and team meetings to manage and plan patient care:
sets priorities and deadlines, adjusts the flow and sequence of work to meet team and patient needs:
works with the team to reinforce the plan of care and self-help solutions. Demonstrated advanced knowledge of the technical health care process as it relates to access to care. Possesses a comprehensive knowledge of policies and procedures associated with operational activities that affect the patient flow and patient care. Enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to area assigned. Completes mini registration and chart compilation. Complete requested forms, manually or using automated systems, for individual patient orders for blood work, X-rays, radiation therapy, respiratory or ventilated care consults and other request as required. Schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary. Explains necessary test preparations to patients. Receives telephonic requests for information and transmits requests to the appropriate physician. Obtains and reviews medical records of patients prior to scheduled appointments. Records a variety of physicians' orders on a timely basis to various charts, identifying various chemical compounds, symbols and abbreviations comprising medication orders. Assures proper completion and filing of original medical documentation and forms in records prior to forwarding to medical records room. Incumbent will be responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Ensures staff is knowledgeable of the services provided and are prepared to furnish information such as, telephone numbers, locations of offices and personnel and clinic hours of operation. Receives patients via telephone calls and visitors to clinics, as the initial point of contact, ascertaining the nature of the call or visit, obtaining identifying information, and determining the nature and urgency of the patient's request. Refers patient to appropriate staff member as required. Verifies patient's eligibility for treatment. Interviews new patients to the clinic, determining nature of visit and providing information on appointment, clinic hours, and services. Provides information regarding unit, clinic and hospital policies, procedures, and locations to patients, family members, staff, etc., or refers to other resources for difficult questions or concerns. Monitors and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. Responsible for the clerical duties inherent in the admission, care and discharge of inpatients or the in-processing, care and out-processing, of outpatients and guests. Notifies appropriate staff of the patient's arrival. Reconciles end-of-shift/end-of-day processing and reports. As required types routine correspondence, progress reports, medical statements, memorandum and statistical reports using various automation systems and programs. Incumbent may also be required to perform various duties in making arrangements for travel. May maintain copies of all travel documents, to include travel vouchers, and leave forms. Maintains all patients' records, either electronic or paper, according to regulation insuring each entry contains proper patient and health care proper identification. Correctly files original medical documentation in the patient record and copies of medical documentation into research files as necessary. On discharge, transfer, or completion of appointment verifies and assures that the record of the patient treatment is administratively complete. Performs Quality Assurance monitoring using appropriate tools regarding the completion and contents of the patient record. Work Schedule:
TBD by supervisor (Full time) Financial Disclosure Report:
Not required 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.). Other assignments at this level include, but are not limited to:
processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients ( i.e ., those who receive their care at multiple VA centers or those who receive care in the community). 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. 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. 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). Grade Determinations:
Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
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. 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, 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. 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 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.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/117 PART II APPENDIX G45 published August 1, 2019 The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary, although some walking, standing, bending, and carrying light items such as books, papers, and files may be required.
Estimated Salary: $20 to $28 per hour based on qualifications.
Works collaboratively in an interdisciplinary coordinated care delivery model, Patient Aligned Care Team (PACT). Coordinates with the PACT to review clinic utilization using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes necessary adjustments. Collaborates, communicates, sets priorities, and organizes work with the PACT in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Participates in team huddles and team meetings to manage and plan patient care:
sets priorities and deadlines, adjusts the flow and sequence of work to meet team and patient needs:
works with the team to reinforce the plan of care and self-help solutions. Demonstrated advanced knowledge of the technical health care process as it relates to access to care. Possesses a comprehensive knowledge of policies and procedures associated with operational activities that affect the patient flow and patient care. Enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to area assigned. Completes mini registration and chart compilation. Complete requested forms, manually or using automated systems, for individual patient orders for blood work, X-rays, radiation therapy, respiratory or ventilated care consults and other request as required. Schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary. Explains necessary test preparations to patients. Receives telephonic requests for information and transmits requests to the appropriate physician. Obtains and reviews medical records of patients prior to scheduled appointments. Records a variety of physicians' orders on a timely basis to various charts, identifying various chemical compounds, symbols and abbreviations comprising medication orders. Assures proper completion and filing of original medical documentation and forms in records prior to forwarding to medical records room. Incumbent will be responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Ensures staff is knowledgeable of the services provided and are prepared to furnish information such as, telephone numbers, locations of offices and personnel and clinic hours of operation. Receives patients via telephone calls and visitors to clinics, as the initial point of contact, ascertaining the nature of the call or visit, obtaining identifying information, and determining the nature and urgency of the patient's request. Refers patient to appropriate staff member as required. Verifies patient's eligibility for treatment. Interviews new patients to the clinic, determining nature of visit and providing information on appointment, clinic hours, and services. Provides information regarding unit, clinic and hospital policies, procedures, and locations to patients, family members, staff, etc., or refers to other resources for difficult questions or concerns. Monitors and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. Responsible for the clerical duties inherent in the admission, care and discharge of inpatients or the in-processing, care and out-processing, of outpatients and guests. Notifies appropriate staff of the patient's arrival. Reconciles end-of-shift/end-of-day processing and reports. As required types routine correspondence, progress reports, medical statements, memorandum and statistical reports using various automation systems and programs. Incumbent may also be required to perform various duties in making arrangements for travel. May maintain copies of all travel documents, to include travel vouchers, and leave forms. Maintains all patients' records, either electronic or paper, according to regulation insuring each entry contains proper patient and health care proper identification. Correctly files original medical documentation in the patient record and copies of medical documentation into research files as necessary. On discharge, transfer, or completion of appointment verifies and assures that the record of the patient treatment is administratively complete. Performs Quality Assurance monitoring using appropriate tools regarding the completion and contents of the patient record. Work Schedule:
TBD by supervisor (Full time) Financial Disclosure Report:
Not required 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.). Other assignments at this level include, but are not limited to:
processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients ( i.e ., those who receive their care at multiple VA centers or those who receive care in the community). 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. 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. 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). Grade Determinations:
Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
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. 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, 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. 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 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.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/117 PART II APPENDIX G45 published August 1, 2019 The full performance level of this vacancy is GS-06. Physical Requirements:
The work is primarily sedentary, although some walking, standing, bending, and carrying light items such as books, papers, and files may be required.
- Department:
0679 Medical Support Assistance - Salary Range:
$39,502 to $51,353 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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