Medical Support Assistant

Full Job Description

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans.

How would you like to become a part of a team providing compassionate whole health care to Veterans?

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: 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. 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.

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).

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: Medical Support Assistant, GS-3 Experience or Education. None beyond the basic requirements. Medical Support Assistant, GS-4 Experience.

One year of creditable experience equivalent to the next lower grade; OR; Education. One year of education above high school. Demonstrated Knowledge, Skills, and Abilities.

In addition to specialized experience, candidates must demonstrate all of the KSAs below: i.

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.

ii. 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. iii.

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

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.

One year of creditable experience equivalent to the next lower grade; OR, Education. Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities.

In addition to specialized experience, candidates must demonstrate all of the KSAs below: i.

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.

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

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

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

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

Preferred Experience: 1+ years medical office experience Reference: VA Handbook 5005/53, Part II, Appendix G45 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. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The incumbent serves as a Medical Support Assistant in Care in the Community (CITC) call center.

Patient care is delivered indirectly by way of telephone.

S/he works as a member of the Care in the Community healthcare team including Advanced Medical Support Assistants, Nursing staff, non-VA providers and hospitals to assure proper care for the veterans.

Important interfaces and collaborations also occur with members of a larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs.

The duties include, but are not limited to: Responsible for and coordinates the all-phone calls for the Care in the Community service.

This individual is the primary contact for all incoming calls and ensures timely response to patient/callers that potentially have an emergent or urgent care need through prompt identification of problem and referral to the appropriate AMSA or RN for action.

Screens/receives 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.

Informs patients of changes in their care related clinics, provider and/or appointment times. Schedules New Patient appointments in a timely manner.

All appointments will be made with the patient's input, either in person or by phone.

Provides appropriate referral information for care in the community to Veteran or Community Care Provider as requested.

Independently carries out a wide range of difficult contacts involving atypical problems or very complex situations.

Work Schedule: 8:00am-4:30pm, Monday-Friday Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized Financial Disclosure: Not Required