The Medical Support Assistant (MSA) serves as a Medical Support Assistant in the San Francisco VA Health Care System (SFVAHCS). These positions may be located in Cardiothoracic, General Surgery, Neurosurgery, Ophthalmology, Orthopedic, Otolaryngology, Plastics, Podiatry, Urology, and Vascular Departments.
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: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.) Experience or Education: 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. 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). 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. Physical Requirements: See VA Directive and Handbook 5019. 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). GS-4: 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. Assignment. This is a developmental level MSA position. It is expected that MSAs at this level, receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. 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 experience equivalent to the GS-04 grade level; OR Education: Four years of education above high school leading to a Bachelors Degree. 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. Candidates must demonstrate all of the KSAs below: Ability to operate computerized programs and systems in order to enter, modify and retrieve 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 phone, 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is 5. The actual grade at which an applicant may be selected for this vacancy is in the range of 4 to 5. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
The MSA is responsible for managing and supervising all the appointment management services of the clinics and will be responsible for providing clerical and administrative support to one of the clinics within Surgical Services. This position resides within Surgical Services. Duties and responsibilities include but are not limited to: - Receives patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary. - Refers urgent messages and patient results for immediate action. Obtains identifying information and determines the nature of the visit/call. - Insures eligibility for care and contacts appropriate staff member for verification, when necessary. - Obtains all key information needed and initiates administrative processing of basic requests and forms. - Checks patients in for appointments within the department. - Maintains and monitors patient appointment schedules for the unit/clinic and communicates delays in scheduled appointments to the appropriate staff and patients. - Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. - Responds to questions from patients concerning services. - Coordinates and/or schedules patient appointments with other clinics or specialties. - Receives and handles concerns ensuring that quality service is rendered in a timely competent and caring manner. - MSA serves as a central point of contact for information, receives and processes all first-time applicants for outpatient treatment. - Performs clerical work in support of the care and treatment given to patients such as receiving patients and maintaining patient files. - Assumes responsibility for all phone calls incoming to the clinic's surgical scheduling section, including both patient and staff inquires and complaints. Triages phone calls to the appropriate provider as warranted by the situation. - Resolves all clinical and administrative issues by working with various members of the clinical team in the time frame dictated by the situation (emergent or non-emergent) and communicates resolution to the relevant party. - Schedules patients for clinic appointments and procedures using scheduling software while adhering to the outpatient scheduling directives. - Scheduling patients for procedures using surgical scheduling package if an OR request is needed. - Contacts patients scheduled for clinic appointments and procedures and if appointment/procedure will be canceled or rescheduled. Reschedules appointments appropriately. - Accepts appointment cancellation phone messages from patients and informs the clinic providers of the patient's condition and request to cancel. - Coordinates hoptel arrangements for appropriate clinic patients as necessary per clinical evaluation or providers. Other duties as assigned.