Medical Support Assistant

Full Job Description

This position provides medical administrative support to one or more outpatient clinic and is an integral member of the clinic team to effectively carry out day-to-day administrative operations of the clinic.

The Medical Support Assistant (MSA) is responsible for accurate appointment management and the coordination of all administrative information between the professional staff, patient, patient caregiver and/or representative.

All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications.

Failure to clearly demonstrate your experience in your application package may result in disqualification.

All applicants are encouraged to submit responses to each Knowledge, Skill, and Ability (KSA) on a separate document.

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.

Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Certification: None Required 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 (Entry Level) GS-3 Experience or Education: None beyond the basic requirements.

-AND- Demonstrated Knowledge, Skills, and Abilities: 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 (Developmental Level) 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: 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 (Full Performance Level) GS-5 Experience: One year of experience equivalent to the GS-4 grade level.

-OR- Education: Two years of education above high school (TRANSCRIPTS REQUIRED).-AND- Demonstrated Knowledge, Skills, and Abilities: 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.

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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Major Duties:

Total Rewards of a Allied Health Professional Major duties include, but are not limited to the following: Works collaboratively in an in disciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients.

Demonstrates substantial skill in planning, organizing, problem solving, and decision-making.

Maintain appointment schedules for one or more outpatient clinics, while demonstrating a high level of oral and written communication skills.

Provides administrative support to our clinical colleagues in the care of our Nation's Veterans.

Utilizes a variety of patient data systems and is responsible for performing scheduling functions including appointment scheduling/rescheduling, and cancellations, providing reception to incoming and outgoing customers and communication, appointment check in/out, verification and disposition of provider orders, manual and electronic data entry, reviewing, updating patient demographics, insurance verification, as well as reviewing and dispositioning Message Manager and Secure Messages.

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.

Schedules the patient's future appointments with appropriate clinical team members. Organizes paperwork required for the examination.

Requests medical records from community healthcare facilities, schedules consultation appointments, special procedures, and/or testing labs, radiology, CPAP, PFT's, pulmonary, and other clinics to coordinate care.

Interprets and communicates requirements of VHA Scheduling Directives and policies, such as scheduling appointments, VistA Scheduling Enhancement (VSE), Integrated Scheduling Solution (ISS), Oracle Cerner, Consult Tracking Manager (CTM), Consult Toolbox (CTB), Virtual Care Manager (VCM), Patient Check In (PCICSV), VEText, Audiocare, Telehealth Management Platform (TMP), Scheduling Manager, Insurance Capture Buffer (ICB), Message Manager and Secure Messaging with the assistance of a more senior AMSA or Supervisor.

Appointments will be made with the patient's input, either in person, over the phone, or through written communication.

This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic.

Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.

Daily review of return to clinic orders, queries, and referrals. May be required to enter electronic work order requests for the area they are support.

Work Schedule: Monday - Friday; 8:00am - 4:30pm 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