Medical Support Assistant

Full Job Description

This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Medical Information System Divisions, Benefits Management Program Facility Access Section.

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: Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with the VA policy.

English: Must be proficient in basic written and spoken English Education/experience: Experience. No experience required OR, Education.

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

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-5 LEVEL TO QUALIFY FOR THIS POSITION.

GS-5 Grade Requirements One (1) year experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.

To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities.

Experience at this level includes, but is not limited to: scheduling and rescheduling patients for treatment; interviewing for appointment: referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal 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 appointment in accordance with VHA national scheduling guidelines.

OR, Education: Two years of education above high school. AND, Demonstrated Knowledge, Skills, and Abilities.

In addition to the above basic requirements and experience, candidates must also demonstrate all of the KSAs below: KSA- 1 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.

KSA-2 Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.

KSA-3 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.

KSA-4 Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with [internal and external customers.

KSA-5 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/.

Note: Please ensure how you meet these KSAs is clearly described in your resume; we may not make assumptions regarding your experience References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019.

please visit https://www.va.gov/ohrm/QualificationStandards/ The full performance level of this vacancy is GS-5.

Physical Requirements: The employee must be able to travel to spoke sites for training and program implementation.

The incumbent must be able to bend, walk, lift to 15 pounds, drive a motor vehicle, and stand. Major Duties:

The primary purpose of the position is to monitor patient and visitor temperatures, verify patient appointments, transport patients to appointments, verify employee identification (IDs), and provide customer service.

The work includes functions such as serving as an initial point of contact for the units, clinics, ED to include, but not limited to, scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Major Responsibilities Supports customer service and customer recovery related to screening and other assigned tasks. Greets patients and visitors in a pleasant and courteous manner.

Provides transportation of Veterans to clinic appointments including general wayfinding.. Answers calls politely and courteously, providing what is being requested in a timely manner.

Appropriately verifies and updates demographics and insurance information when patients check in for appointments, including information in the Insurance Capture Buffer (ICB) system Provides information and directions to patients and visitors including assisting with physical transportation of Veterans within the hospital and clinics.

Incumbent accurately schedules, cancel, and reschedules patients' appointments per VHA scheduling requirements. Consistently monitors appointment requests from multiple sources.

Work Schedule: Available Tour; Monday, Thursday, Friday, Saturday, Sunday 16:00 -00:30 Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 08118F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized