Medical Support Assistant

Full Job Description

The MSA of this position 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 Central Texas Veterans Health Care System (CTVHCS).

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

The MSA acts as back-up MSA to other units as need 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.

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. 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:GS-3: Experience or Education: None beyond the basic requirements.

Candidates must demonstrate all of the Knowledge, Skills and Abilities (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.

GS-4:Experience: One year of experience in applying general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients.

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

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

Consult with clinic staff when processing physician scheduling and administrative orders.; OR, Education: Two years of education above high school.

In addition to the basic requirements, the 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.

GS-5:Experience: One year of experience equivalent to the GS-4 grade level scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to 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.

Refers all questions regarding medical attention to the appropriate health care team member; OR, Education: Four years of education above high school.

In addition to the basic requirements, the 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: Customer service/interpersonal skills (Face-to-Face, telephone, written) One year plus experience working in administrative/clerical setting One year plus experience in office automation (ability to navigate between various types of office equipment and software) Organization skills Multi-tasking skills Adaptability References: VA Handbook 5005/117 Part II Appendix G45, August 1, 2019.The full performance level of this vacancy is GS-05.

The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. Physical Requirements: The work is sedentary.

Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.

Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.

Incumbent may carry and lift light items weighing less than 15 pounds. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Major Duties as Assigned, but not limited to: 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: (Blind Rehab, Community Living Center (CLC), Medical Unit, Surgical Unit, Intensive Care Unit (ICU), PACU, COVID Unit, Domiciliary, Mental Health Units: Acute, Geriatric Psych, and Substance Abuse), and Patient Funds.

The MSA provides comprehensive services for all patient transfers (intra-facility, interfacility, and non-VA facility) to all acute care beds at the CTVHCS.

This includes determining basic eligibility for medical care, maintaining an electronic Bed Management System (BMS), determining clinical appropriateness of transfer requests, determining appropriate type and level of service required and arranging transportation when necessary.

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: a.

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. b. In the absence of direct clinical personnel, the MSA will answer call lights and take messages as appropriate. c.

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

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.

e. Initiating and ensuring completion of work orders for the unit. The MSA follows established procedures for admissions, discharges, and transfers of patients.

For discharges the MSA makes outpatient care appointments with the primary care provider and annotates this in CPRS utilizing the MAS: Inpatient Clerk Discharge Note.

The MSA processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible.

The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and anyspecial preparation needs.

Enters movement appointments for patient transport and follows up to ensure patients arrive at the appointment.

Work Schedule: Thursday-Monday (off Tuesday/Wednesday) 3:30pm-midnight; Saturday-Sunday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 0000/Medical Support Assistant Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized