Clarification from the agency

Some positions will be eligible for telework. Telework allows you to work from home X amount of days per pay period while still being required to report to the office at the San Francisco VA Health Care System.

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The Advanced MSA serves as a multi-skilled person dedicated to patient care management by promoting patient flow and administrative efficiency in both inpatient and outpatient settings. The Advanced MSA will essentially be the "case coordinator," working with a multidisciplinary team to ensure any patient issue(s) are identified and resolved. 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 clinic setup is closely monitored to effectively support the needs of the clinic, and make necessary adjustments. The incumbent is largely responsible for coordinating and scheduling all appointments per VA directives to include transportation and hoptel arrangements. They develop/maintain effective and efficient communication with the patients, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communication during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patients and team; manage a tracking system for follow up care). The Advanced MSA receives and manages multi-lines phones calls to the appropriate staff.

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); 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. 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.

The Advanced plans and organizes work with general assistance from the Lead MSA and/or Supervisory MSA as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent reports status of projects and tasks to the supervisor in a timely manner; is responsible for reporting backlogs, difficulties, and barriers in meeting deadlines. The incumbent is responsible for maintaining the confidentiality of information per Privacy Act, Health Insurance Portability and Accountability Act (HIPPA) and the Freedom of Information Act (FOIA).Performance is judged in terms of overall effectiveness of the operation through performance standards, the adequacy and accuracy of the work, timeliness, and follow established procedures, policies and instructions.

Work Schedule: Varies
Compressed/Flexible:May be available - At discretion of Supervisor
Telework: Some positions may be available for telework after the first 90 days of employment.
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not available
Financial Disclosure Report: Not required

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.
• 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 Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/30/2022.
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.
• English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.

Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time
.
Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

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).

Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05).

Preferred Experience: Experience gained while working in a medical office, hospital, inpatient/outpatient clinic, Ancillary Service, Call Center, Care of Community Care, Consult Scheduling, Direct Scheduling, Interdisciplinary Coordinated Care Delivery Models, PACT TEAMLETS, Patient Systems, Radiology/Imaging/Nuclear Medicine, Specialty Clinics, Veterans Appointment Request, VistA Scheduling Graphical User Interface (VS GUI), Ward . Applying administrative judgment, the use of wide range of clinical flow processes relating to access to care across multiple clinical, specialties. Recommends changes to existing clinic procedures based on current guidelines.

You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume.

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 he technical healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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.

References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06.

Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.