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Department of Veterans Affairs

This is a Contract position in Tyler, TX posted August 1, 2021.

Videos Videos Duties Help Duties Summary The incumbent serves as a Advanced Medical Support Assistant in an outpatient clinic.

Patient care is delivered in a team based model known as the teamlet.

S/he works as a member of the teamlet including a Registered Nurse Care Coordinator, a Licensed Practical Nurse/Licensed Vocational Nurse and a Provider.

The teamlet provides the majority of the healthcare needs for an assigned panel of patients.

Learn more about this agency Responsibilities The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model that directly supports the establishment and maintenance of the flow of patient care throughout a Service within the facility.

The incumbent participates in advanced scheduling efforts, as mandated by National guidance, that facilitate performance measure success, consult referrals, and the overall access to services at the Truman VA.

He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

The incumbent contributes to the revenue collection process by identifying patients with third party insurance and explains the VA’s mandate to collect insurance information to veterans, their families, and other eligible patients.

He/she collects, scans, and updates health insurance information serving a major role in the revenue process.

As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA.

A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Ultimately, the position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more inpatient/outpatient clinics.

Given the critical role of the Advanced MSA to the Truman VA’s ability to provide a quality care experience for all Veterans, it is essential that the incumbent reliably reports to assigned work station and schedules planned leave with early notice.



Functional Statement Title/: Advanced Medical Support Assistant, GS-0679, 06 Work Schedule: Will vary depending position location.

Financial Disclosure Report: Not required Travel Required: Not Required Relocation Authorized: No Travel Required Not required Supervisory status No Promotion Potential 6 Job family (Series) 0679 Medical Support Assistance Requirements Help Requirements Conditions of Employment You must be a U.S.

Citizen to apply for this job Designated and/or random drug testing may be required Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to a background/security investigation Must be proficient in written and spoken English Selected applicants will be required to complete an online onboarding process 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.

Grade Determinations: The following criteria must be met when determining the grade of candidates.

GS-6 (Advanced MSA) Experience: One year of experience equivalent to the [GS-5] grade level.

At this level the Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an inter disciplinary 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.


MSA 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.) Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team] setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members about shared patients (i.e.), those who receive their care at multiple VA centers or those who receive care in the community.

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.

Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: 1.

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.] 2.

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 4.

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, Part II, App G45 Medical Support Assistant Qualification Standard, dated August 1, 2019.

This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-6.

Physical Requirements: The work is sedentary.

Occasionally requires carrying of light objects such as files, books and papers; some walking, standing and bending.

No special physical qualifications required.

Education There is no education substitute at this grade level.


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