Medical Support Assistant- Community Care

Full Job Description

The position is located in the Department of Veterans Affairs, Veteran Health Administration (VHA), El Paso VA Health Care System (EPVAHCS), Community Care Service (CCS), in El Paso, Texas.

The Incumbent serves as a Medical Support Assistant (MSA) in CCS and will be involved in administrative aspects of patient access, consults and scheduling for the service.

Their work has a direct effect on patient care, the patient flow, and processes within CCS.

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. No experience required.

Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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. Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency.

Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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: None beyond the basic requirements. GS-4:Experience: One year of creditable experience equivalent to the next lower grade (GS-3).

Experience includes, but is not limited to: 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: One year of education above high school.

(Transcript Required) Demonstrated Knowledge, Skills, and Abilities.

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 creditable experience equivalent to the next lower grade (GS-4).

Experience includes, but is not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve 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.; OR, Education: Two years of education above high school.

(Transcript Required) 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 (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 Medical terminology Ability to type 50 words per minute Ability to work in a team environment Experience with Microsoft Word and Excel 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. 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 Duties include, but are not limited to: 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.

Handle complex incoming calls from several sources and performs duties that include, but are not limited to scheduling, canceling, rescheduling patient appointments and/or consults: the receipt, intake, and indexing of health and administrative information.

The MSA will participate in huddles with other MSAs and/or clinical staff to determine the daily needs of the service.

Routinely communicates with physicians, case managers, and other allied health care professional staff using sound interpersonal skills and is constantly aware of the sensitive information that is being communicated.

Work Schedule: Monday to Friday 8:00am to 4:30 pm 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) 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: Adhoc.

(Employees who telework on an occasional, episodic, or short-term basis, and have completed required telework training and telework agreement.) (Portion of day acceptable) Virtual: This is not a virtual position.

Functional Statement #: 52257F, 52258F, 52259F Permanent Change of Station (PCS): Not Authorized.