LEAD MEDICAL SUPPORT ASSISTANT
The incumbent assists staff with a variety of clerical duties in one or more outpatient clinics that provide a variety of medical services. The incumbent must have knowledge of clinic procedures and regulations; basic medical terminology, skill in operating computer systems and applications, such as Veterans Health Information and Technology Architecture (VistA), Computerized Patient Records System (CPRS), VSE, and Microsoft applications to accurately enter or extract information. Employee performs a variety of supervisory administrative functions associated with patient care and treatment in one of several clinics performing a variety of medical services. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations, and VA acronyms and their meaning. Incumbent must have a basic knowledge of enrollment, eligibility, and beneficiary travel and will assist as a backup for these programs. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification. The patient may also present the Veterans Identification Card (VIC) for identification. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV). Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into CPRS by sending the documents to the scanning department. 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 Lead MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent will rotate this to assure all MSA staff is in attendance and understand the process. The Lead MSA position encompasses the following functions:
pre-registration and registration, collects Release of Information forms, orders supplies, picks up and distribute mail for the clinic, process physician orders to include appointment scheduling and proper management of patients on the Electronic Wait List (EWL) and overseas this task for all assigned clinic(s), collects and collates data, prepares reports, trains MAS staff, and other duties as assigned. The Lead AMSA is responsible for entering new patients into the Patient Care Management Module (PCMM) Incumbent is a working Lead MSA who performs all other duties with the staff he/she leads. The Lead MSA provides guidance for the GS-5/6 MSAs in their particular clinics. The Lead position is responsible to the Supervisory MSA for ensuring that work assignments of both him/her and MAS employees within the clinic ALL DUTIES NOT LISTED DUE TO MINIMUM SPACE REQUIREMENTS Work Schedule:
Monday thought Friday; 7:
30 a.m. - 4:
00 p.m. or 8:
00 a.m. - 4:
30 p.m. (Schedules are selected by the service, according to patient care needs) Financial Disclosure Report:
Not required IF PATIENT NEEDS ARISE, THE INCUMBENT OF THE ABOVE POSITION MAY BE REASSIGNED WITHIN THE CENTRAL TEXAS VETERANS HEALTH CARE SYSTEM. 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:
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. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Preferred
Experience:
Must be demonstrated in the applicants resume Experience in scheduling package for VA Experience in medical terminology Experience in Patient Aligned Care Team (PACT) roles and responsibilities Knowledge HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. Advanced knowledge of medical terminology; Grade Determinations:
In addition to meeting the basic requirements, you must also demonstrate and meet the specialized experience and the Knowledge, Skills, and Abilities for the position. GS-0679-07, Lead Medical Support Assistant Specialized Experience. One (1) year of specialized experience equivalent to the GS-0679-06 grade level. Qualifying experience includes experiences gained in working in an administrative health care setting, to include, but may not be limited to:
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.). Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to:
ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. 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. References:
VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard, GS-0679. The full performance level of this vacancy is GS-0679-07. Physical Requirements:
See VA Directive and Handbook 5019.
Estimated Salary: $20 to $28 per hour based on qualifications.
pre-registration and registration, collects Release of Information forms, orders supplies, picks up and distribute mail for the clinic, process physician orders to include appointment scheduling and proper management of patients on the Electronic Wait List (EWL) and overseas this task for all assigned clinic(s), collects and collates data, prepares reports, trains MAS staff, and other duties as assigned. The Lead AMSA is responsible for entering new patients into the Patient Care Management Module (PCMM) Incumbent is a working Lead MSA who performs all other duties with the staff he/she leads. The Lead MSA provides guidance for the GS-5/6 MSAs in their particular clinics. The Lead position is responsible to the Supervisory MSA for ensuring that work assignments of both him/her and MAS employees within the clinic ALL DUTIES NOT LISTED DUE TO MINIMUM SPACE REQUIREMENTS Work Schedule:
Monday thought Friday; 7:
30 a.m. - 4:
00 p.m. or 8:
00 a.m. - 4:
30 p.m. (Schedules are selected by the service, according to patient care needs) Financial Disclosure Report:
Not required IF PATIENT NEEDS ARISE, THE INCUMBENT OF THE ABOVE POSITION MAY BE REASSIGNED WITHIN THE CENTRAL TEXAS VETERANS HEALTH CARE SYSTEM. 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:
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. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Preferred
Experience:
Must be demonstrated in the applicants resume Experience in scheduling package for VA Experience in medical terminology Experience in Patient Aligned Care Team (PACT) roles and responsibilities Knowledge HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. Advanced knowledge of medical terminology; Grade Determinations:
In addition to meeting the basic requirements, you must also demonstrate and meet the specialized experience and the Knowledge, Skills, and Abilities for the position. GS-0679-07, Lead Medical Support Assistant Specialized Experience. One (1) year of specialized experience equivalent to the GS-0679-06 grade level. Qualifying experience includes experiences gained in working in an administrative health care setting, to include, but may not be limited to:
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.). Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to:
ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. 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. References:
VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard, GS-0679. The full performance level of this vacancy is GS-0679-07. Physical Requirements:
See VA Directive and Handbook 5019.
- Department:
0679 Medical Support Assistance - Salary Range:
$43,251 to $56,222 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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