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Job Title: Advanced Medical Support Assistant
Company Name: Veterans Affairs, Veterans Health Administration
Location: Fremont, CA
Position Type: Full Time
Post Date: 02/08/2018
Expire Date: 04/09/2018
Job Categories: Administrative and Support Services, Agriculture, Forestry, & Fishing, Healthcare, Practitioner and Technician, Information Technology, Military, Executive Management, Medical, Nonprofit and Volunteer Services
Job Description
Advanced Medical Support Assistant
Work Schedule: Monday - Friday (8:00am - 4:30pm), with flexibility to meet patient needs.

The incumbent works at the VA Palo Alto Health Care System in one of the Divisions, Palo Alto, Livermore, Menlo Park or one of the CBOCs, San Jose, Capitola, Monterey, Fremont, Stockton, Modesto or Sonora. The position is organizationally aligned under Nursing Service, Patient Administrative Support Service and is expected to work closely with all members of the health care team and will receive program direction and guidance from the team's leadership, i.e., MSA Supervisor, nurse manager and/or medical director. The VAPAHCS uses a practice group concept that combines managed care and primary care treatment models. Each care team consists of identifiable and consistent team members that include physicians, nursing staff, mental health clinicians and administrative support. The incumbent is a multi-functional employee with full clerical capabilities and responsibilities.

The major duties and responsibilities include, but are not limited to:
  • Work with the clinic providers in managing their clinic profiles, i.e., ensure appointments are made timely and accurately; maximize efficiency of available appointments and "carve out" slots; monitor "no shows"; coordinate cancelations, etc.
  • Generate and review patient encounter forms and ensure that appropriate data such as health summaries, action profiles, laboratory results, etc. are available for the health care provider's use.
  • Provide the clinic providers with clinic schedules, encounter forms, work sheets, and other necessary paperwork so clinicians are prepared to exam the patients.
  • Serve as the first line of communication to the patients, family members, clinical and support staff on many varied issues.
  • Prioritize calls and make independent decisions through timely problem resolution.
Basic Requirements:
  • U.S. citizenship. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • Experience: Six months experience of clerical, office or other 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.
  • 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 3j.
Grade Determinations: In addition to the basic requirements, following criteria must be met for all candidates.

GS-6 Advanced Medical Support Assistant

(a) Experience.
One year of experience equivalent to the next lower grade level (GS-5).

(b) Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
  3. Advanced knowledge of the technical health care process as it relates to access to care.
  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standard, GS-0679. http://vaww1.va.gov/ohrm/HRLibrary/Dir-Policy.htm

The full performance level of this vacancy is GS-06.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.Physical Requirements: This position requires light lifting and carrying under 15 pounds; reaching above shoulders; use of fingers, and both hands and legs; walking and standing up to 4 hours daily; repeated bending up to 3 hours; hearing with aid permitted; working closely with others and/or alone; protracted or irregular hours; and unusual emotional strain.

Reasonable Accommodation: Federal departments and agencies are required to make reasonable accommodation for the physical or mental limitations of an applicant or employee who is a qualified person with a disability unless the accommodation would impose an undue hardship on the department or agency.

Selected applicants will be required to complete an online onboarding process.

To apply for this position, you must provide a complete Application Package which includes:

  • Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference claims, etc. You will not be contacted for additional information.
VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search.
  • Cover Letter
  • DD-214
  • OF-306
  • Other
  • Other Veterans Document
  • Resume
  • SF-15
  • SF-50
  • Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
Qualifications & Requirements
Basic Requirements:
  • U.S. citizenship. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • Experience: Six months experience of clerical, office or other 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.
  • 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 3j.
Grade Determinations: In addition to the basic requirements, following criteria must be met for all candidates.

GS-6 Advanced Medical Support Assistant

(a) Experience.
One year of experience equivalent to the next lower grade level (GS-5).

(b) Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
  3. Advanced knowledge of the technical health care process as it relates to access to care.
  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standard, GS-0679. http://vaww1.va.gov/ohrm/HRLibrary/Dir-Policy.htm

The full performance level of this vacancy is GS-06.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:BETTY.SAINTJEAN@VA.GOV
Website:http://www.ecentralmetrics.com/url/?u=42039551075%2D39&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D310654
Company Description:

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