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Advance Medical Support Assistant

Company: Department of Veterans Affairs
Location: East Orange
Posted on: May 3, 2021

Job Description:

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  • Duties




The incumbent serves as a Medical Support Assistant (MSA) in the Office of Community Care Section located in the Business Office, East Orange, NJ Campus. The VA Community Care Clinic coordinates all Veterans health care needs outside of the VA Healthcare System.

Learn more about this agency


The MSA position serves as an Inpatient and Outpatient Consult Coordinator for Community Care. The incumbent serves as a member of the Care Management Team and is responsible for coordinating healthcare as part of a beneficiary panel in conjunction with multiple healthcare members (VA Providers, Registered Nurses, Mental Health Care Providers, Social Workers, Laboratories, Radiology/lmaging, Clinical Pharmacists, Licensed Practical Nurses, Non-VA Providers, contracted facilities and the Third-Party Administrator) as part of the interdisciplinary team.

Duties require constant and continuing data input and processing functions into the Decision Support Tool (DST), Provide Profile Management System (PPMS), Health Share Referral Manager (HSRM), the Third party payer Administrator's Portal, the Veterans On-Line Scheduling Portal and VistA for Eligibility requirements, provider information, authorizations, vendorizing, viewing veterans access to their on-line scheduling and forwarding patient and vendor letters, scheduling, enrolling, recording appointments in VistA, scanning medical documentation records in CPRS regarding appointments, admissions, discharges, follow-up and/or referral appointment, means test, pharmacy prescriptions, prosthetics and othercomplicated administrative processes. Assumes all duties related to insurance billing and processing.

The incumbent is responsible for initiating and tracking Veterans health care needs in the community ensuring appointment in the community happens within the allotted timeframe indicated by the Mission Act Law. All related medical documentation is to be received and scanned into CPRS within a timely manner after appointment occurs. Individual is responsible for achieving the goal of coordinating and tracking of patients referred to the community. The incumbent is responsible for the following: monitoring, trending and analyzing data, interpreting VA handbooks and directives regarding access/performance improvement/patient flow issues; collaborating with the facility Access Coordinator; and monitoring progress of reviews and follow-up action items to ensure completion in a timely manner. Core elements of performance include knowledge and active participation in unit/program level quality improvement processes and initiatives as well as customer service programs.

Work Schedule: Monday through Friday 8:00 am to 4:30 pm

Financial Disclosure Report: Not required

Bargaining Unit: Yes

Functional Statement: Advance Medical Support Assistant

Telework: Not available

Relocation/Recruitment Incentive: Not Authorized

Virtual: This is not a virtual position

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0679 Medical Support Assistance

  • 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


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.
  • 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
  • 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.
  • Certification. None required.
  • Physical Requirements: See VA Directive and Handbook 5019.
  • 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.

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).

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, May 12, 2021.

Grade Determinations:

In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:

  • Creditable Experience
  • (1) 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].
  • (2) 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.
  • (3) 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.

Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the [GS-5] grade level.

Assignment. The Advanced MSA [provides specialized and expert administrative patient support 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 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. MSAs at this level 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 My Healthy Vet 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-

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.

3)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.

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.

5)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.

6)Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: VA Handbook 5005/ 117 Appendix G45 reference and appropriate VA Qualification Standard.

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


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 in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Keywords: Department of Veterans Affairs, East Orange , Advance Medical Support Assistant, Other , East Orange, New Jersey

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