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.).
- 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.
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Experience: 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;
- Education: One (1) 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. (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).
Certification: None required.
Preferred Experience: One (1) year of specialized experience, in the same or similar work in the public or private sector, at a level of difficulty and responsibility equivalent to the GS-05 grade level or pay band in the Federal service.
Grade Determinations:
GS-6 Experience: In addition to meeting the basic requirements, you must also have one year of experience equivalent to the GS-5 level. The specialized experience for this position includes the following, but not limited to:
- Specialized Experience – in an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a diverse team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care.
Knowledge, Skills, and Abilities of ALL (KSA) listed below. (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.
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.).
The full performance level of this vacancy is at the GS-06 level.
IMPORTANT: Education cannot be substituted for the year of specialized experience that is required.
References: VA Handbook 5005/117, Part II, Appendix G-45, Medical Support Assistant Qualification Standards, GS-0679, Veterans Health Administration.
Physical Requirements: Most of the work is sedentary and involves data entry into a computer. Must be able to communicate with the veteran patient, their family, and staff. May involve carrying light loads such as paper files.
Source: Indeed.com
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