Vacancy expired!
Duties
Summary
The Advanced Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative as well as the VHA Patient Centered Medical Home Model transformation initiative. This announcement will be used to fill Clinic Clerk AMSA positions in the Pain Clinic and Physical Therapy Clinic and may be used to fill other PACT Clerk positions.
Responsibilities
- The Medical Support Assistant position is the administrative subject matter expert within the Teamlet and therefore has significant responsibilities within that team.
- The position involves performing 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 incumbent utilizes various reports from the MSA Supervisor, i.e. Clinic Utilization Statistical Summary, to ensure clinic setup is closely monitored to effectively support the needs of the clinic. The MSA Supervisor accepts recommendations for clinic adjustments by the Advanced MSA.
- 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.
- The MSA uses various VHA databases (eg PCMM, Clinical Reminder Reports, VSSC, Proclarity, Wait times, patient satisfaction, etc.) to extract categorize, and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel. The MSA develops and maintains specific reports used by the team to monitor, track and trend care delivery as well as participating/leading quality improvement efforts focused on cost, access, quality and satisfaction.
- A hallmark of the VHA Patient Centered Medical Home model is coordination of care delivery and developing/maintaining effective and efficient communication systems among the patient, teamlet, expanded team, and the larger VA and Non-VA health care system. The MSA has significant responsibilities within this context including coordinating communications during the inpatient to outpatient discharge interface, communicating with non-VA medical offices/facilities to coordinate care, participating in secure messaging with the patient and team, notifying patients of normal lab results, developing and managing a system for tracking needed follow-up care (consults, tests, etc.) and communicating with the patient and team as necessary. Considerable independent judgment and critical thinking skills are required. The MSA fully participates in daily and weekly team huddles to manage and plan patient care. When patient flow requires adjusting based on priorities and deadlines, the incumbent works with the team to sequence the work to meet the team and patient needs.
- Health coaching supports the VHA Patient Centered Medical Home model by improving patient experience and enhancing patient self-management skills by expanding face-to-face and non face-to-face encounters conducted by the MSA. These encounters involve working with patients prior to a face-to-face visit, post-visit follow-up and between visits.
- The position provides medical administrative support to one or more outpatient clinics and is an integral member of the outpatient clinic team to effectively carry out day-to-day administrative operations of the clinic. The incumbent is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient.
- The incumbent provides administrative support to Physicians, Physician Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative and professional staff throughout the Primary Care Service area.
Travel Required
Occasional travel - You may be expected to travel for this position.
Supervisory status
No
Promotion Potential
None
Job family (Series)
0679 Medical Support Assistance
Requirements
Requirements
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
Qualifications
Veteran's preference does not apply to this series 0679 per HRML 05-19-12.
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 Requirement: Per VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3j: No person will be appointed under authority of 38 U.S.C., chapter 73 or 74, to serve in a direct patient-care capacity in VHA who is not proficient in written and spoken English.
- Experience: Must have six (6) months 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. OR,
- Have one (1) year of education above high school. OR,
- Have a combination of experience and education. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
- 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.
Education
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.Additional information
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
Security clearance
Other
Drug test required
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Suitability/Fitness
Required Documents
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
- Resume
VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/searchaction.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.
- Cover Letter
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Resume
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Transcript
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Benefits
Benefits
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. Opens in a new windowLearn 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.
Help
This job is open to
The public
U.S. citizens, nationals or those who owe allegiance to the U.S.
Clarification from the agency
This position is open to U.S. Citizens. (Veteran's preference does not apply to this series 0679. For current VHA employees, please apply through vacancy 1109744.
Vacancy expired!