Medical Support Assistant (Advanced)

The Department of Veterans Affairs, Salt Lake City Medical Center (VA-SLC) in Utah is a level 1A state of-the-art patient care facility with comprehensive and complex radiographic and imaging programs. SLCVAMC with multiple Community Based Outpatient Clinics (CBOC), providing tertiary care in Medicine, Surgery, Neurology, Mental Health, Physical Medicine and Rehabilitation, ER Medicine, Surgical and Medical Subspecialties, and advanced.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

The AMSA 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; analyzes lab results and relays results to appropriate medical staff while recognizing and referring urgent ones to the professional staff for immediate action. The AMSA receive and triages orders, schedules initial and follow-up appointments, and tracks orders for serviced disciplines. Coordinates the transfer of patients between wards and clinics as necessary. Coordinates appointments for patients with other medical services, including emergency add-ons and same day appointments.

The AMSA ensures all necessary medical data (x-ray and lab reports, admit orders, etc.) is available to clinicians prior to patients' arrival and assists with keeping program staff appraised of patient census and any changes/problems that might be encountered. When necessary, ensures outside medical provider documentation is obtained and scanned into the medical record. The Advanced MSA reviews patients' records and physicians' orders on a variety of records; and selects, completes, and routes requests for patient activities and treatment procedures.

Reviews patients for eligibility verifying that patient's labs are at adequate levels, reviewing patient medical files for history of medication, food or environmental allergies, asthma, kidney disease, or if the patient has any internal metal/metallic items, e.g., shrapnel, cardiac pacemaker, pins, plates, stents, artificial heart valves, prostheses, implanted nerve stimulators, clips, implants, etc., or is claustrophobic to determine if the patient can safely have the procedure and/or with contrast.

Oversees patient procedures from the time the exam/procedure is ordered until the patient is scheduled for any of the high volume, and very complex modalities of Radiology Service, e.g., Interventional Radiology, MRI, CT, Nuclear Medicine, PET/CT, Vascular Ultrasound, DEXA, and Fluoroscopy exams. These exams may be with fasting contrast, neuro exams with contrast, etc., by verifying pre-procedure work is complete, i.e., fasting, ceasing medications, review of medical history, including allergies, protocol request for orders, lab orders, etc., and meets specific preprocedural requirements. These includes review of lab results, AMU admission, previous exams, and preprocedural clinical screening.

Coordinates with outside Medical Centers to schedule non-VA scans for patients exceeding certain weight limits; coordinates transportation as required for patients; coordinates with Anesthesia for required services, and coordinates with outside Medical Centers/Facilities to obtain patient scans on CD's and original radiologist reports in order to update VA automated patient records system. As required, research patient information, and screens patients to ensure they meet the criteria for VA Lodging to accommodate patients that travel long distances or that have been sedated. The AMSA is responsible for accurate and timely collection of patient information pertaining to scheduling/rescheduling, pre-scheduling questions and registration/ check-in. The AMSA procures necessary data by interviewing veterans and their representatives as well as from reviewing official records.

Work Schedule: Monday-Friday 8:00am-4:30pm
Compressed/Flexible: Not available
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: Advanced Medical Support Assistant - 56047-A
Relocation/Recruitment Incentives: Not aurthorized
Permanent Change of Station (PCS): Not aurthorized
PCS Appraised Value Offer (AVO): Not authorized

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

• United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience: None.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration: None
• Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry.
3. 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: Advanced Medical Support Assistant- GS-6:

Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). Examples of experience at the next lower grade; Knowledge of medical terminology, scheduling appointments (including interpreting and verifying provider orders), canceling, re-scheduling patient's appointments and/or consults; use of Microsoft Office, entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting.

AND

Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of the following KSAs:

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 level.
3. Ability to run errands in support of team functions by clinical staff. Ability to call Rapid Response as needed and directs resources in the event of an emergency as well as receives and directs patients and visitors.
4. Ability for the following: Sitting, Standing, effective verbal communications, walking, bending, lifting, carrying more than 35 lb. objects such as files, books, and paper, box of paper reams, quickly responding to mental health codes to replace nursing staff tasks.
5. Advanced knowledge of the technical health care process as it relates to access to care.
6. 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.
7. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
8. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience:

1. Demonstrated experience in a fast-paced ambulatory care setting, preferably within a PACT team or other clinic setting.
2. Strong skills in patient registration, scheduling, and coordinating care across multiple providers/services.
3. Proficiency with VA electronic health record systems (CPRS, VistA, or Cerner) and consult management.
4. Excellent customer service and communication skills with a focus on patient advocacy and satisfaction.
5. Knowledge of medical terminology and the ability to interpret and process provider orders.
6. Experience in handling sensitive patient information in compliance with HIPAA/VA policies.
7. Ability to multitask and manage time effectively.
8. Proven ability to adapt to new initiatives and rapidly changing healthcare environments.
9. Ability to work independently and as part of an interdisciplinary team to ensure optimal patient flow and access.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

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

MPORTANT: If using post-high school education to substitute for experience at the GS-05, you must submit a copy of your unofficial or official transcript with your application. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.