Medical Support Assistant (Advanced)
A CRH is a repository of clinical and administrative staff that serve all VA facilities within a VISN. Staff within a CRH are expected to provide interprofessional services to facilities that are underserved or experiencing gaps in clinical services due to the inability to match provider supply with demand. Services provided by CRH staff are conducted via multiple modalities, including telehealth and in-person care. Duties include:
Processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH clinics. Answers a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information. Recognizes and refers urgent issues to the professional staff for immediate action. Provides front-line assistance to customers with questions or concerns. Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely. Facilitates necessary follow-up to ensure satisfactory resolution. Processes administrative interfacility consults and ensures Veterans appointments are scheduled timely. Develops and refines scheduling processes and training for the CRH Hub. Trains spoke site clerical staff in CRH scheduling practices. Serves as a Subject Matter Expert regarding CRH scheduling set up and practices. Arranges/schedules appointments for patients with a variety of telehealth clinics, services and consultants. Coordinates appointments for timeliness to avoid conflicts in provider and patient telehealth clinics and to meet the schedule of the clinic or service to which referred. Manages the daily appointment list which requires scheduling, cancelling, or no- showing appointments. Reviews spoke site schedules several times daily and updates the Hub site schedule to ensure provider and patient schedules at both sites match. Monitors the clinic consultations in accordance with the VHA National Scheduling Directive guidelines. Monitors the Electronic Wait List (EWL) which requires entry, deletion and scrubbing the lists daily. Oversight of outpatient appointments for areas of responsibility. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Complies with the Employee Education requirements by completing mandatory annual assignments through the TMS program and complies with any additional training or education requirements as determined by the supervisor. Orients new medical staff and all medical/nursing students to such things as the location of the patient files, as well as formatting of CPRS, VISTA, and Visual Aid. Orients staff relative to administrative rules, regulations, procedures and policies in the capacity of a Medical Support Assistant and the CRH program. Facilitates communication between providers and patients, serving as the point of contact for incoming provider calls from patients, spoke sites, and others, communicating tactfully and effectively both orally and in writing if needed. Frequently receives unclear inquiries from patients and/or spoke sites concerning a variety of medical, personnel and administrative matters; determines nature of inquiry and independently responds to all administrative questions. Retrieves and inputs pertinent data into computerized record, and related, programs, maneuvers and retrieves medical documentation from multiple clinical programs and is knowledgeable with pertinent data and is able when needed to retrieve appropriate data requested. Inputs and extracts data of a highly technical nature, ensuring productivity is maintained at the established level; is able to effectively perform AMSA duties in the event of computer downtime according to established emergencies by handling phone calls, directing traffic, and functioning in whatever capacity is needed during the emergency. Participates in team huddles and team meetings to manage and plan patient care; this requires working collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting). May be required to perform document scanning and mailing information daily, this requiring the knowledge of which pertinent information is required to be scanned into the patient's medical record and doing so in a timely manner. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm Financial Disclosure Report:
Not required Basic Requirements:
a. Citizenship:
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.). b. Experience and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated. The physical requirements of this position are concerned with the mental/emotional and physical ability of the incumbent to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by VA Directive 5019. 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. GS-6 Specialized Experience. One year of experience equivalent to the next lower grade (GS-5) level. Examples of specialized experience include, but are not limited to:
Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; Knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Ability to schedule medical appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties performing patient support work; Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolute. Preferred Criteria:
Experience scheduling patients across multiple facilities Experience scheduling patients in Clinical Video Telehealth; VA Video Connect and phone clinics Experience scheduling across multiple platforms (GUI, VistA, Telehealth Management Platform) References:
VA Handbook 5005, Part II, Appendix G45
Estimated Salary: $20 to $28 per hour based on qualifications.
Processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH clinics. Answers a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information. Recognizes and refers urgent issues to the professional staff for immediate action. Provides front-line assistance to customers with questions or concerns. Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely. Facilitates necessary follow-up to ensure satisfactory resolution. Processes administrative interfacility consults and ensures Veterans appointments are scheduled timely. Develops and refines scheduling processes and training for the CRH Hub. Trains spoke site clerical staff in CRH scheduling practices. Serves as a Subject Matter Expert regarding CRH scheduling set up and practices. Arranges/schedules appointments for patients with a variety of telehealth clinics, services and consultants. Coordinates appointments for timeliness to avoid conflicts in provider and patient telehealth clinics and to meet the schedule of the clinic or service to which referred. Manages the daily appointment list which requires scheduling, cancelling, or no- showing appointments. Reviews spoke site schedules several times daily and updates the Hub site schedule to ensure provider and patient schedules at both sites match. Monitors the clinic consultations in accordance with the VHA National Scheduling Directive guidelines. Monitors the Electronic Wait List (EWL) which requires entry, deletion and scrubbing the lists daily. Oversight of outpatient appointments for areas of responsibility. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Complies with the Employee Education requirements by completing mandatory annual assignments through the TMS program and complies with any additional training or education requirements as determined by the supervisor. Orients new medical staff and all medical/nursing students to such things as the location of the patient files, as well as formatting of CPRS, VISTA, and Visual Aid. Orients staff relative to administrative rules, regulations, procedures and policies in the capacity of a Medical Support Assistant and the CRH program. Facilitates communication between providers and patients, serving as the point of contact for incoming provider calls from patients, spoke sites, and others, communicating tactfully and effectively both orally and in writing if needed. Frequently receives unclear inquiries from patients and/or spoke sites concerning a variety of medical, personnel and administrative matters; determines nature of inquiry and independently responds to all administrative questions. Retrieves and inputs pertinent data into computerized record, and related, programs, maneuvers and retrieves medical documentation from multiple clinical programs and is knowledgeable with pertinent data and is able when needed to retrieve appropriate data requested. Inputs and extracts data of a highly technical nature, ensuring productivity is maintained at the established level; is able to effectively perform AMSA duties in the event of computer downtime according to established emergencies by handling phone calls, directing traffic, and functioning in whatever capacity is needed during the emergency. Participates in team huddles and team meetings to manage and plan patient care; this requires working collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting). May be required to perform document scanning and mailing information daily, this requiring the knowledge of which pertinent information is required to be scanned into the patient's medical record and doing so in a timely manner. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm Financial Disclosure Report:
Not required Basic Requirements:
a. Citizenship:
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.). b. Experience and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated. The physical requirements of this position are concerned with the mental/emotional and physical ability of the incumbent to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by VA Directive 5019. 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. GS-6 Specialized Experience. One year of experience equivalent to the next lower grade (GS-5) level. Examples of specialized experience include, but are not limited to:
Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; Knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Ability to schedule medical appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties performing patient support work; Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolute. Preferred Criteria:
Experience scheduling patients across multiple facilities Experience scheduling patients in Clinical Video Telehealth; VA Video Connect and phone clinics Experience scheduling across multiple platforms (GUI, VistA, Telehealth Management Platform) References:
VA Handbook 5005, Part II, Appendix G45
- Department:
0679 Medical Support Assistance - Salary Range:
$40,556 to $52,723 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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