Medical Support Assistant

Full Job Description

The Medical Support Assistant is integral in the daily operation to facilitate patient flow communication at the desks, perform vital administration duties such as updating BMS icons, paging physicians or other healthcare workers and performing the essential actions for admissions, transfers and discharge process (ADT).

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. Grade Determinations.

In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates.

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 of] the 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 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 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.

One year of experience equivalent to the [GS-4] 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 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 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.

Preferred Experience: With strong customer service, clerical, and administrative experience.

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: The work is mostly sedentary.

It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects.

The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The role of the unit Medical Support Assistant (MSA) influences customer service and patient satisfaction matrix that benefits Mission Act by building confidence of Veterans to seek medical care needs from the VA.

The Medical Support Assistant works under the general supervision of the Department, or Unit Manager, but is expected to follow the directions of the charge nurses and other professionals working in their area.

Duties include but are not limited to: Communicate, collaborate and works effectively with other nursing and hospital personnel.

Maintains a clean and safe working environment at the Nurse's Station for both PODs and the unit floor area. Contains and prevents patients' sensitive information from open access.

Completes and updates BMS board per shift on patient-nurse assignment, ASCOM numbers, appropriate icons, and upon patient admission, transfer, and discharge. Assign ASCOM phone to nursing staff.

Ensures safe and complete patient chart record and compilation. Understand how to read the Medical and Surgical On-Call Schedule.

Understand treating specialties or services and their relation to orders.

Complete requested forms, manually or using automated systems, for individual patient orders for care consults and any other request as required.

Receives telephone calls using VA Customer Courtesy Standards, and relays messages and/or redirects calls as necessary. Refers urgent messages to appropriate personnel for immediate action.

Manages inquiries and complaints (telephone calls or in-person) from both patients and staff, and responds to them in a timely, competent, and professional manner.

Maintains and updates the unit telephone directory to look up telephone extension and pager numbers in the facility.

Understands how to place a local call or long-distance call using appropriate procedures.

Enters, manipulates, and retrieves information and data from Vista and other clinical information systems as appropriate to the area assigned.

Understand how to enter electronic work orders for office or patient care equipment as well as furniture repairs to the appropriate department such as BioMed, Engineering, or OIT.

Understand how to use Hospital Tubing System. Understand how to use Patient Wristband Printer. Prints new or replacement patient wristbands using the unit wristband printer.

Hand the wristband to the patient's primary nurse and ensure proper reconciliation on patient verification.

Facilitate and ensure the provision of Code and fall risk status on the patient wristband for the primary nurse to validate and apply on the patient appropriately.

Facilitate communication with Dietary for nutritional replenishment in the patient pantry or late tray for patients with late or undelivered diet orders.

Ensure adequate printed copies of forms available for patient documentation and record (e.g.

SBAR forms, CNA Assignment, and Vital Signs sheet, Strict I's & O's, Ticket to Ride, etc.), and submit a request to print shop to replenish supplies timely and as necessary.

Receives, greets and directs patients, visitors, and hospital personnel, and provide providing accurate responses in a friendly, courteous, and concerned manner. Other duties as assigned.

Work Schedule: rotating, varies patient care need 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.

Permanent Change of Station (PCS): Not Authorized