Medical Support Assistant

Full Job Description

The incumbent serves as a Medical Support Assistant (MSA) organizationally aligned with the Office of Assistant Director, Community Based Outpatient Clinics to the CBOC Supervisory Medical Support Assistant (SMSA).

The Medical Support Assistant (MSA) is located within a Washington DC VA Medical Center (DC VAMC) Community-Based Outpatient Clinic (CBOC) 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: Citizen of the United States.

(Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

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.

Experience: Six (6) 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 (1) 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.

(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).

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).

Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations GS-5: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates: 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.) AND Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: i.

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.

ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii.

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. v.

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

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 Foreign Education: To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs. Physical Requirements: See VA Directive and Handbook 5019. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The work of a Medical Support Assistant (MSA) impacts the administrative aspects of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing, scheduling Recall Reminders, return to clinic orders, and customer service.

Incumbent is responsible for bed transfers/assignments, initial response to call lights, and initiating code calls.

MSAs are responsible for assuring those various aspects of staffing, training, compliance, reporting and quality assurance are met.

These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image.

MSA's play an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue and data validation issues.

Ability to work independently, setting priorities, and coordinate work. Knowledge of basic medical terminology.

Ability to communicate effectively and professionally with persons of all educational backgrounds.

Acts as a receptionist for the DC VA Medical Center Community Based Outpatient Care (CBOC) processing incoming and outgoing telephone calls, recording messages from Veterans, family members, in-house clinics, community clinics, transportation etc.

Directs telephone calls and visitors and communicates information appropriately.

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

Seeks clarification of orders when appropriate. Promptly and accurately initiates and checks on status of referrals, lab, and imaging procedures.

Makes numerous calls each day to coordinate information and actions relating to patient care and services.

Relays information and requests from the patients and /or clinical services to the treatment team. Ensures that transportation/escort services are properly arranged.

Compiles a consolidated computerized appointment sheet which shows tests, procedures, clinic appointments, therapies etc., for all patients on the unit foreach day of the week.

Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needing medical data, faxing, preparing admission packets, distributing mail to staff and patients, obtaining medical records, and x-rays, etc.

Files, maintains, and secures medical records as appropriate. Pre-Registration, verifying and updating demographics and insurance information.

Initiating and ensuring completion of work orders for the unit, including messages in VISTA for furniture or key requests for the floor.

The MSA follows established procedures for scheduling appointments. The MSA schedules and arranges patient appointments to avoid conflict of treatment.

Next notifies professional staff of appointments pending and any special preparation needs. Provides clerical support for the use of the computer contingency plan.

Assists in training new or less experienced employees Work Schedule: Varies work tours(May include holidays and weekends based on the needs of the service) 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 #: 25204F, 26268F Permanent Change of Station (PCS): Not Authorized