The incumbent serves as a Medical Support Assistant in the Physical Medicine and Rehabilitation Service (PM&R). S/he works at Spark M. Matsunaga VA Medical Center, Honolulu, Hawaii, within the U.S. Department of Veterans Affairs (VA) Pacific Islands Health Care System.
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. Grade Determinations: GS-3: None beyond the basic requirements. 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: 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 two (2) years of education above high school AND possess the following KSA's: 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: One year of experience equivalent to the next lower grade level (GS-4) OR four (4) years of education above high school. 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 References: Medical Support Assistant Qualification Standard, GS-0679, VA Handbook 5005/117, Part II, Appendix G45. 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: Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, incumbent must be able to travel to other areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). The incumbent is expected to use proper preventive ergonomic techniques to perform duties.
The MSA is responsible for 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 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 to 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. Work Schedule:7:30am-4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:08412F, 08411F, 08410F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized