Medical Support Assistant

Full Job Description

The Medical Support Assistant (MSA) provides administrative support for the Specialty Care Service Line with the Iowa City Veterans Health Care System (ICVHCS).

The MSA is responsible for initiating and performing a variety of clerical and administrative duties associated with patient care and treatment on various tours of duty on any patient care unit of the .

Assignments may be changed on an hour-to- hour basis, determined by workload and availability of personnel. 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. English Language Proficiency.

Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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. 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 (transcripts required). AND Demonstrated Knowledge, Skills, and Abilities.

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. Assignment. This is a developmental level MSA position.

It is expected that MSAs at this level receive minor and less frequent guidance from higher 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.

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 (transcripts required).

AND Demonstrated Knowledge, Skills, and Abilities. 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. 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.

Reference: For more information on this qualification standard, please visit https://department.va.gov/employees/va-qualifications-standards/. 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:

The MSA provides daily administrative inpatient operations; to include admissions, transfers, and discharges in accordance with established procedures and scheduling of outpatient appointments in accordance with the business rules in VHA Directive 1230

, Outpatient Scheduling Processes and Procedures. The performance of these daily administrative inpatient operations applies to all inpatient units.

The MSA has the knowledge, skills, and ability to perform these functions in all Inpatient Care locations, as this position requires rotation to a variety of inpatient settings to perform these duties.

Inpatient units include but are not limited to: 7E, 7W, 5E, 5W, ICU, and 9W.

The MSA is responsible for maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload.

The MSA established priority of work assignments and adjusts based on the activities of the unit and the service.

The MSA provides administrative support to the Charge Nurse, Nurse Manager and all other specialty staff assigned to support the day-to-day operation of all inpatient units.

Standard administrative duties to ensure smooth and efficient workflow are as follows: Acts as a receptionist for the unit, processing incoming and outgoing telephone calls, recording messages, lab results, etc., and taking action when required (i.e., stat or panic values).

Directs telephone calls and visitors and communicates information appropriately. In the absence of direct clinical personnel, the MSA will answer call lights and take messages as appropriate.

Coordinates nursing home referrals with unit social worker and nursing staff.

Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needed medical data, faxing, preparing admission, transfer, and discharge packets, distributing mail to staff and patients, obtaining medical records and x-rays, etc.

Initiating and ensuring completion of work orders for the unit Work Schedule: Monday - Friday, 7:30am - 4:00pm with rotating holidays and weekends Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorize 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 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 #: 00000 Permanent Change of Station (PCS): Not authorized