Medical Support Assistant

Full Job Description

This position is aligned under Medical Administration Service (MAS), the largest administrative department in the North Florida/South Georgia Veterans Health System (NF/SGVHS).

These positions are within the Ward Administration section.

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. Experience and Education.

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. Foreign Education.

To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs. 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 3.j.

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. Assignment. This is an entry level MSA position.

It is expected that MSAs [at this level] receive guidance from more experienced staff members and require frequent and direct supervision.

[At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients.

They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone call, and visitors to the MSA unit.

They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification.

They consult with clinic staff when processing physician scheduling and administrative orders. Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.

Ability to utilize computer systems to enter administrative data in patient systems.

Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 Experience.

One year of experience in 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.

Two years of education above high school. Assignment. This is a developmental level MSA position.

It is expected that MSAs at this level receive minor and less frequent guidance from higher 6 experienced staff members for more difficult tasks.

Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.

MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all 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.

GS-5 MSA (Full Performance Level) Experience: One year of experience equivalent to the GS-04 grade level, OR, Education: Four years of education above high school. Assignment.

This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting.

Advises clinical staff on current administrative processes.

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, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring 7 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.).

Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all KSAs below Ability to operate computerized programs and systems in order to enter, modify and retrieve 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 phone, 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.

The full performance level of this vacancy is GS-5. "See additional qualification requirements in "Additional Information" section. Major Duties:

Total Rewards of a Allied Health Professional Duties and program responsibilities include, but are not limited to, the following: The Medical Support Assistant (MSA) is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines under the direction of an MSA at the full performance level.

Employee plans and organizes work with general assistance from the supervisors and/or experienced MSA, to meet local and VA-wide timeframes to complete analysis requirements, reports and special assignments and refers all problems to their Supervisor or Lead MSA.

Responsible for maintaining the confidentiality of information obtained to carry out required duties.

Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.

Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions.

Monitoring inpatient orders for areas of responsibility, verifying that admission and other inpatient forms are completed, verifying and updating demographics and insurance information.

Work is performed under the direct supervision of an MSA at the full performance level. Handle incoming and outgoing calls with speed and accuracy.

Several calls must be handled simultaneously and difficult calls requiring prolonged personal involvement must be handled without assistance from the supervisor, who is not at the switchboard all the time.

Work Schedule: Monday-Friday, 7:30am-4:00pm OR Monday-Friday, 3:30pm-12:00am, depending on the needs of the service and facility Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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) 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 #: 51006F Permanent Change of Station (PCS): Not Authorized.