The incumbent serves as a Medical Support Assistant in the Business Office for the Memphis VA Medical Center and will provide support to the Inpatient Ward, Emergency Room, Baggage Claims, Environmental Care and Call Center.
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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. 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, Education. One 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. Certification. None required. 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. Grade Determinations:GS-3 Medical Support Assistant Experience or Education. None beyond the basic requirements. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 Medical Support Assistant Experience. One year of experience in 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. Two years of education above high school, AND 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-05 Medical Support Assistant (Full Performance Level) Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. AND 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. Grandfathering Provision. 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). Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. 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-3 to GS-5. Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.
The Medical Support Assistant performs duties related to the receipt, intake, and indexing of health and administrative information. In addition to face-to-face interactions with the Veteran(s} and/or Veteran's family, the incumbent will interface with personal computer(PC) applications as well as numerous Vista applications. The MSA works as a member of a collaborative team with other health care members. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospital, diagnostic and treating facilities, and community-based programs. These positions are part of an integral team used to carry out the day-to-day administrative operations of the assigned location. The MSA is responsible for scheduling discharge orders, admission and discharging of patients and answering the operation phone system for the VA. Assignments at this level include but are not limited to: interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, scheduling, cancelling, re-scheduling patients appointments and/or consults, entering no-show information, preparing for clinic visits, monitoring both inpatient and outpatient appointments for areas of responsibilities, daily review of encounters forms are completed by the appropriate clinic staff in order to obtain appropriate workload credit, verifying and updating demographics and insurance information, performing basic eligibility, co-pays and preauthorization requirements for specific coverage. They also encourage and support enrollment/authentication of Veterans in MyHealthy vet Program. Assignments at the full performance level MSA includes but are not limited to interacting with both internal and external customers. Incumbent assists with clinic access contingency plans by adjusting appointments times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and or coverage occurs. Incumbent supports patient safety standards by verifying Veteran's identification using two forms of identification; name, full social security number and/or birth date. Collects, scans, and updates health insurance information and updating information in the Insurance Capture Buffer (ICB) system. Incumbent is able to communication the VA's mandate to collect insurance information from Veterans, and their families, and other eligible patients. This position obtains medical information from patients, coordinates information and actions related to patient care and service at each interface. This MSA also refers all questions requiring immediate medical attention to appropriate health care team members. Incumbent logs and keeps track of any information left, lost, or found in the hospital. The Full Performance Level MSA fully participates in daily team huddles and/or meetings where patient care planning and management occur. Employee plans and organize work with direct general assistance from the Lead and/or Supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and refers the non-routine and high technical problems to his/her supervisor. the incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information form clinicians or the record. The incumbent is responsible for maintaining the confidentiality or information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such manner that only minimal supervisor is required. Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers {patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Tour of duty may vary. Supervisor will decide tour of duty once selected. Telework: May be approved on an ad-hoc basis Virtual: This is not a virtual position. Functional Statement #: 50383-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized.