Summary The incumbent serves as an Advanced Medical Support Assistant in the Health Administration Service at Fort Meade, MD. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. Responsibilities DUTIES: Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. Ensuring appropriate patient actions are taken within Integrated Scheduling Solution (ISS) (scheduling, check-in, check-out, and no- shows). Daily review of active/pending consults, Recall List (Delinquent), Return to Clinic Orders (Query from ISS) and View Alerts, Secure Messager, online appointments (VAOS), other communications mediums for accuracy and disposition. Verifies and updates patient demographics to include capturing insurance data. Ensures that all patients are identified by photo identification. Ensure patient encounters are given to the Provider or clinical staff by the end of business each day and that patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations). Incumbent processes Veteran Identification cards (VIC), as needed, must use all photograph equipment, hardware and software to complete the process of producing a VIC. The incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans I Entitlements and VA HealthCare Benefits, priorities for care, access to care and advanced clinical access. The MSA may also be asked to assist Veterans with completing travel vouchers for the benefits of Beneficiary Travel. Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. Receiving and directing patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. The MSA 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 let 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. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to be scanned. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Requires frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. Assist in organization and implementation for quality assurance projects or surveys; prepares a wide variety of administrative reports and documents for supervisor and Site Manager generates organization/survey reports for validation and monitors activity to assure consistent and accurate reporting. Conducts PACT Team patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. 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. Incumbent interviews to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels. The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status of their next new or follow-up appointment. The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: 8:00am - 4:30pm, Monday - Friday Telework: Not available Virtual: This is not a virtual position Functional Statement #: 25597-F Requirements Conditions of Employment Complete all application requirements detailed in the "Required Documents" section of this announcement. You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education. Experience. Six 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, 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook. 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. Examples of specialized experience include but are not limited to: Advises clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with scheduling guidelines, scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources, participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments, verifying and updating demographics and insurance information. Assignment. 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) . Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference: 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. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: Incumbent must be able to sit for long periods of time while on the ACD system. The physical demands require repetition of sitting, standing, twisting, bending, stretching, walking and lifting. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
