Medical Support Assistant

Full Job Description

The incumbent serves as a Medical Support Assistant (MSA) in the Care in the Community department at the Iowa City VA Medical Center.

The MSA performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Community Care Program.

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 Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.

(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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. 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.

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.

Preferred Experience: Experience with Microsoft office suite, customer service, medical terminology, ability to adapt to change, and work with multiple programs at once.

Experience working independently. 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. Major Duties:

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Assignments at this level include, but are not limited to: Tracking assigned workload for all of consults, results management, and traditional Community Care authorizations.

Develop/maintain effective and efficient communication with the interdisciplinary team, and non-VA medical facilities.

Participate in Care in the Community team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs.

Ensures the integrity of various databases, and data used in the management of administrative and customer service within the department.

Understands and appropriately utilizes the Community Care programs, to include electronic medical records, scheduling software, Release of Information software, and other critical administrative programs Scheduling, rescheduling patient consults, and monitoring processes related to Care in the Community scheduling Accurately schedules the full spectrum of medical care including but is not limited to outpatient appointments, outpatient procedures, inpatient surgery, lab tests and imaging throughout all specialties.

Communicate to the patient and pre- appointment requirements or instructions. Clearly communicate appointment care details to the patient or family.

Communicate to the Ordering Provider or Nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient.

Identify and communicate patient concerns or needs recognized during communications regarding upcoming Community Care.

Correctly links Care in the Community consults and appointments within the scheduling package to ensure information is available for others scheduling care in the future.

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

Functional Statement #: 00000 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized