Job Summary

The Advanced MSA works in the VA Community Care department and provides administrative patient support to coordinate patient care appointments and create authorization of payment by VA for services received through community network providers, 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.

Job Description

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. (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; (transcript required) OR (3) Experience/Education Combination. (transcript required) 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). 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). Grade Determinations: In addition to the basic requirements as stated above you must meet the criteria listed below. (a) Experience. One year of experience equivalent to the GS-5 grade level.GS5 Knowledge Skills and Abilities: i. Ability to operate computerized programs and systems in order to enter, modify and retrieve sensitive [medical and patient identifying] information into or from electronic health records, scheduling systems, and/or reports. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally [in person, electronically and/or by telephone, with internal and external customers.vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND b) Demonstrate the following knowledge, skills, and abilities (KSAs) below: GS 06 Knowledge, skills, and abilities: 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. Preferred Experience: 2 years of administrative support/appointment scheduling experience in a healthcare/clinic setting. Extensive experience with electronic data entry programs. Exceptional customer service skills. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primary sedentary in an office setting, including long hours of sitting, computer keyboarding, and use of the telephone. Typically, the Advanced MSA sits comfortably to do the work; however, there may be some walking, standing, bending, carrying of light items, etc. No special physical demands are required to perform the work.