Medical Support Assistant

01Basic Requirements

Citizenship: Be a citizen of the United States (U.S.) Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Grade Determinations GS-05 Experience: In addition to meeting the basic requirements, you must possess one (1) year of creditable experience equivalent to the next lower grade level GS-04.

Examples of creditable experience include but are not limited to: interviewing patients for appointments; referring patients to other medical specialty clinics; 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; and scheduling appointments in accordance with VHA national scheduling guidelines.-OR Education: (2) years of education above high school?

AND Knowledge, Skills, and Abilities (KSAs): In addition to the experience or education above, the candidate must demonstrate the following KSAs: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

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. 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. Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable.

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). 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. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5.

02Physical 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.

Duties may include but are not limited to the following: 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. Patient appointments will be scheduled in accordance with all applicable Scheduling Directives. Appointments are entered upon receipt and entered correctly. Correct scheduling errors within one day of receipt.

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. 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 HIPM 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: Day Shift Hours (Monday - Friday; 7:00am - 3:30pm or 8am-4:30pm) Compressed/Flexible: Not Authorized Telework: Not Eligible Virtual: This is not a virtual position.

Functional Statement #: 91462-XVS Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized