Medical Support Assistant

Full Job Description

This position is located in Specialty Service at the Chalmers P. Wylie VA Medical Center.

The Medical Support Assistant (MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care.

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.

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. Experience and Education.

(1) 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, (2) Education.

One year above high school; OR, (3) 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 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, 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 7 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 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-05.

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 Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the MSA sets the tone for perception concerning quality of healthcare services at the VA.

A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.

A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

The MSA screens/receives phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes.

Consult and Appointment Management: The MSA is responsible for following through on providers' orders including scheduling appropriate consultation requests, labs, x-rays and various other specialty clinics available at the CBOC.

Incumbent will schedule all appointments with the patient's input, either in person or by phone.

This may require a high level of coordination to avoid patients having to make multiple trips to the clinic whenever possible.

Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults.

a) Patient appointments will be scheduled in accordance with all applicable Scheduling Directives. b) Appointments are entered upon receipt and entered correctly.

c) Correct scheduling errors within one day of receipt.

d) Return appointments will be scheduled before the patient leaves the check-out area and given a card or letter which details the date and time of their next appointment, if desired.

e) Cancel clinic availability in scheduling grids for assigned Teamlets when notified of clinician's absence.

The MSA will assist the veteran in creating a beneficiary travel request via paper form or use of the veteran kiosk. Meets, Communicates, and Interacts.

Demonstrates ability to meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments.

Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems.

Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements. Employee Education.

Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

Works Independently. The MSA will work in a proficient and self-directed manner to accomplish a wide variety of tasks.

The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs Work Schedule: Full Time, 8AM to 4:30PM Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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) 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: Ad-Hoc (per Agency Need) Virtual: This is not a virtual position.

Functional Statement #: Permanent Change of Station (PCS): Not Authorized