Medical Support Assistant
Major duties and responsibilities include, but are not limited to:
Assisting Veterans through management of outpatient and inpatient appointments following VHA Directives 1230 and 1232 for scheduling and consult management. Schedule patient appointments by interpreting and verifying provider orders such as Return to Clinic (RTC) orders, Patient Centered Scheduling recall requests, consults, New Enrollee Appointment Requests (NEAR) and other order sources. Generate and provide After Visit Summary for patient following exit with provider. Canceling and rescheduling appointment requests. Completing no-show process including documenting, marking the appointment as a no-show and rescheduling. Verifying and updating demographics including temporary addresses, insurance information, and sharing caregiver information. Preparing for clinic visits, by requesting and receiving records and lab results for provider review prior to appointment; monitoring both inpatient and outpatient appointments for team/teamlet/specialty providers. Effectively communicates, both verbally and in writing with internal and external sources. Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters. Schedules routine and specialized appointments for the unit and with other units within the health care system. Performing clerical duties related to patient care and treatments such as admitting and discharging, travel arrangements, forwarding medication orders, work orders, and maintaining electronic medical charts. Maintains knowledge of eligibility criteria in order to counsel Veterans regarding their eligibility status for specific services. Coordinates consultations and referrals of patients to Specialty Services within the facility and outside the facility. Patient eligibility status. Receives treatment and/or test results from outside providers, assures appropriate routing to HBPC provider for review. Inputs, edits, and retrieves pertinent patient care data in daily processing of patient and clinic operations. Work Schedule:
This will be discussed during the interview process, but multiple tour of duties are available:
7:
00 a.m. to 3:
30 p.m., 7:
30 a.m. to 4:
00 p.m., 8:
00 a.m. to 4:
30pm, or 8:
30am to 5pm. Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/06/2020. 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. GRADE REQUIREMENTS (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of varieties as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or in a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations. GS-5 MSA (Full Performance Level) (a) Experience or Education. One year of experience equivalent to the next lower grade level (GS-04) or 4 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 including, 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.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties, performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References:
VA HANDBOOK 5005, PART II, APPENDIX G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD. (GS-0679). The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is GS-5. Physical Requirements:
Moderate lifting, 15-44 pounds, reaching above shoulder, use of fingers, both hands required, walking (1 hour), standing (1 hour), repeated bending (1 hour), ability for rapid mental and muscular coordination simultaneously, near vision correctable at 13 to 16 to Jaeger 1 to 4, Far vision correctable in one eye to 20/20 and to 20/40 in the other, depth perception, ability to distinguish basic colors, ability to distinguish shades of colors, hearing (aid permitted), specific hearing requirements (ability to completely hear phone tones and phone conversations as good as if unaided and have hearing aid that can handle 8 hours of continual use), repetitive computer data entry, emotional/mental stability.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assisting Veterans through management of outpatient and inpatient appointments following VHA Directives 1230 and 1232 for scheduling and consult management. Schedule patient appointments by interpreting and verifying provider orders such as Return to Clinic (RTC) orders, Patient Centered Scheduling recall requests, consults, New Enrollee Appointment Requests (NEAR) and other order sources. Generate and provide After Visit Summary for patient following exit with provider. Canceling and rescheduling appointment requests. Completing no-show process including documenting, marking the appointment as a no-show and rescheduling. Verifying and updating demographics including temporary addresses, insurance information, and sharing caregiver information. Preparing for clinic visits, by requesting and receiving records and lab results for provider review prior to appointment; monitoring both inpatient and outpatient appointments for team/teamlet/specialty providers. Effectively communicates, both verbally and in writing with internal and external sources. Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters. Schedules routine and specialized appointments for the unit and with other units within the health care system. Performing clerical duties related to patient care and treatments such as admitting and discharging, travel arrangements, forwarding medication orders, work orders, and maintaining electronic medical charts. Maintains knowledge of eligibility criteria in order to counsel Veterans regarding their eligibility status for specific services. Coordinates consultations and referrals of patients to Specialty Services within the facility and outside the facility. Patient eligibility status. Receives treatment and/or test results from outside providers, assures appropriate routing to HBPC provider for review. Inputs, edits, and retrieves pertinent patient care data in daily processing of patient and clinic operations. Work Schedule:
This will be discussed during the interview process, but multiple tour of duties are available:
7:
00 a.m. to 3:
30 p.m., 7:
30 a.m. to 4:
00 p.m., 8:
00 a.m. to 4:
30pm, or 8:
30am to 5pm. Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/06/2020. 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. GRADE REQUIREMENTS (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of varieties as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or in a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations. GS-5 MSA (Full Performance Level) (a) Experience or Education. One year of experience equivalent to the next lower grade level (GS-04) or 4 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 including, 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.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties, performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References:
VA HANDBOOK 5005, PART II, APPENDIX G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD. (GS-0679). The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is GS-5. Physical Requirements:
Moderate lifting, 15-44 pounds, reaching above shoulder, use of fingers, both hands required, walking (1 hour), standing (1 hour), repeated bending (1 hour), ability for rapid mental and muscular coordination simultaneously, near vision correctable at 13 to 16 to Jaeger 1 to 4, Far vision correctable in one eye to 20/20 and to 20/40 in the other, depth perception, ability to distinguish basic colors, ability to distinguish shades of colors, hearing (aid permitted), specific hearing requirements (ability to completely hear phone tones and phone conversations as good as if unaided and have hearing aid that can handle 8 hours of continual use), repetitive computer data entry, emotional/mental stability.
- Department:
0679 Medical Support Assistance - Salary Range:
$34,916 to $45,393 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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