Medical Support Assistant (Advanced)
Company: Veterans Affairs, Veterans Health Administration
Location: Haverhill
Posted on: May 16, 2022
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Job Description:
Summary This position falls under Specialty and Acute Care
service line within VA Bedford Healthcare System, located at the
Haverhill Community Based Outpatient Clinic (CBOC). Medical Support
Assistants (Advanced) may work tours other than their regular
scheduled tour, including working evenings, nights,
weekends/holidays to cover shortages or high patient volume. Shift
changes will be considered based on patient and facility needs.
Responsibilities The incumbent is responsible for a wide range of
assignments and provides administrative support to the assigned
section. Work is performed collaboratively in a Interdisciplinary
Coordinate Care delivery model (Patient Aligned Care Team or
Specialty Care Setting). Duties may include, but are not limited
to: Supports clinics regarding clinic profile management. Collects
and updates insurance information from Veterans, family members and
other eligible patients. Prepares correspondence and memos as
needed. Screens/receive phone calls in a courteous and timely
manner, determine the nature of request and provide the information
desired using privacy rules and established clinic processes.
Ensures data is entered into VISTA accurately and scans documents
into VISTA Imaging within 24 hours of entering the data into VISTA
if applicable. Promotes Veterans registration for and utilization
of MyHealthyVet (MHV) and kiosks usage. Follows procedures
regarding Community Care referrals. Serves as the initial point of
contact for units, clinics, patients, call centers, Care in the
Community regarding various aspects of patient appointments and
referrals. Stocks basic office supplies for the executive suite.
Enters Veterans seeking emergent/urgent care, scheduling
appointments accurately. Pre-Registers Veterans during check-in and
utilizing call lists and telephones Veterans before their scheduled
visits. Incumbent updates all patient demographics. Communicates
and interacts with patients in a manner which is appropriate to
cognitive, emotional, and chronological maturation needs of the
adult and/or geriatric patient. Assures that all appropriate VA
forms are used correctly and regulations followed. Additional
duties or tasks may be assigned by the supervisor to ensure
efficient daily operations. Work Schedule: Monday through Friday,
day shift hours, To Be Determined Compressed/Flexible: Not
Available Telework: Not authorized. Position Title/Functional
Statement #: Medical Support Assistant (Advanced)/PDF01391
Relocation/Recruitment Incentives: Not Authorized Permanent Change
of Station (PCS): Not Authorized Financial Disclosure Report: Not
Required Notifications: Due to a critical staffing shortage, 38
U.S.C. - 7412 waives the requirement to apply Veterans' preference
for this job announcement. This is a NAGE Bargaining Unit position.
Positions are covered by locality-based comparability pay. The
incumbent may be required to travel to other VA campuses and CBOCs
as needed for coverage. Current and former Federal employees must
submit copies of their most recent SF-50, (Notice of Personnel
Action). The SF-50 must identify the position title, series, grade,
step, tenure and type of service (Competitive or Excepted). In some
cases, more than one SF-50 may be required to show a higher grade
previously held. This position is in the Excepted Service.
Veterans' preference does not apply for other current permanent
Federal agency employees. Requirements Conditions of Employment 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. You may be required to
serve a probationary period. Subject to background/security
investigation. Selected applicants will be required to complete an
online onboarding process. Must pass pre-employment physical
examination. Participation in the seasonal influenza vaccination
program is a requirement for all Department of Veterans Affairs
Health Care Personnel (HCP). Participation in the Coronavirus
Disease 2019 (COVID-19) vaccination program is a requirement for
all Department of Veterans Affairs Personnel. Qualifications 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. Education or Experience: One year above
high school; OR 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 Experience/Education Combination.
Equivalent combination of experience and education are qualifying
for entry level for which both education and experience are
acceptable. English Language Proficiency: Medical Support
Assistants appointed to direct patient care positions must be
proficient in spoken and written English. 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 for 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 this standard.(3)
If an employee 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.
Grade Determinations: Medical Support Assistant (Advanced) GS-06:
Experience: One (1) year of experience equivalent to the next lower
grade level in Federal service (GS-05). Experience includes: Clinic
experience in a hospital or doctor's office setting to include
scheduling a high volume of appointments annually. High level
customer service skills as evidenced by daily interaction and
communication with clinicians, patients, families and coworkers.
Evidence of work in a clinic setting with multiple inputs (in
person, telephone, instant message communications) that need timely
and professional resolution. Evidence of specific computer
scheduling programs or software utilized in a clinic or hospital.
And Demonstrated Knowledge, Skills, and Abilities (KSA): In
addition to the experience above, the candidate must demonstrate
all of the following KSAs: 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 Medical Support Assistant Qualification Standard
GS-0679, dated August 1, 2019.
http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf .
This can be found in the local Human Resources Office. The full
performance level of this vacancy is GS-06. Physical Requirements:
The work requires some physical exertion such as prolonged periods
of standing, bending, reaching, crouching, stooping, stretching,
and lifting moderately heavy items such as papers, books, manuals,
record boxes and boxes of computer paper. Computers are used and
therefore keyboarding is required. The work includes walking from
area to area when covering for other employees. Applicant may at
times be exposed to stressful situations with Veterans. Education
Substitution of Education: There is no educational substitution for
the GS-06 level. 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. VA may
offer newly-appointed Federal employee's credit for their
job-related non-federal experience or active duty uniformed
military service. 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. 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. As required by Executive Order 14043,
Federal employees are required to be fully vaccinated against
COVID-19 regardless of the employee's duty location or work
arrangement (e.g., telework, remote work, etc.), subject to such
exceptions as required by law. If selected, you will be required to
be fully vaccinated against COVID-19 and submit documentation of
proof of vaccination before your start date. The agency will
provide additional information regarding what information or
documentation will be needed and how you can request a legally
required exception from this requirement using the reasonable
accommodation process. If you are unable to apply online or need to
fax a document you do not have in electronic form, view the
following link for information regarding an Alternate
Application.
Keywords: Veterans Affairs, Veterans Health Administration, Haverhill , Medical Support Assistant (Advanced), Healthcare , Haverhill, Massachusetts
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