Medical Support Assistant

Full Job Description

This position is in Health Administration Service (HAS) at the Coatesville VA Medical Center.

The Medical Support Assistant (MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care.

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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

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 3.j.

Experience: No experience required.

Education: High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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: In addition to the basic requirements for employment listed 3 above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant, GS-3: None beyond the basic requirements.

Medical Support Assistant, GS-4: Experience or Education: Experience: One year of creditable experience at the next lower grade level; OR, Education: One year of education above high school.

Demonstrated Knowledge Skills, and Abilities: Candidates must demonstrate all of the KSAs below: Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.

Ability to use, and navigate between, various types of office automation equipment and software (i.e.

computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.

Knowledge of basic medical terminology to assist in the provision of care to patients.

Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant, GS-5: Experience or Education: Experience: One year of creditable experience equivalent to the next lower grade level; OR, Education: Two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.

Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.

Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.

Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.

Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Creditable experience includes administrative patient support in a medical inpatient or outpatient setting.

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-5.

The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Major Duties:

Medical Support Assistants (MSA) are considered chief sources of patient care and patient flow information.

The MSA is a key member of the patient care team providing crucial administrative advice and guidance. The MSA performs clerical work in support of the care and treatment given to patients.

The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines.

Assignments at this level include, but are not limited to: scheduling, cancelling-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments.

Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

Additional duties may include, but are not limited to: Completes scheduler training as outlined in the Directive and maintain skills through completion of courses as assigned.

Promotes Veteran satisfaction by resolving Veteran concerns, applying first call resolution practices. Generates and provide After Visit Summary for patients, following exit with provider.

Manages provider scheduling grids by accurately blocking clinics for scheduled and unscheduled provider leave, training, and meetings.

Prepares for clinic visits, by requesting and receiving records and lab results for provider review prior to appointment; monitoring both inpatient and outpatient appointments for team/teamlet/specialty providers.

Develops and maintains rapport with patients and members of the interdisciplinary team by applying Own the Moment, ICARE, and a helpful and professional attitude.

Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters.

Receives treatment and/or test results from outside providers, assures appropriate routing to HBPC provider for review and then routes to the Scanning section of Health Information Management for inclusion in the medical record.

Assists in the orientation of newly appointed clinical staff on matters related to the administrative role in patient care, such as Veterans Affairs (VA) regulations, policies, and procedures on medical administrative matters.

Work Schedule: Monday - Friday, 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized