Medical Support Assistant

The incumbent serves as a Medical Support Assistant (MSA) for the Health Administrative Service Line for VA Central Western Massachusetts. The incumbent is responsible for a wide range of assignments which include performing COVID-19 screening and providing administrative support to the Health Administrative Service Line. This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.

Qualifications:

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.
• English Language Proficiency. MSA's must be proficient in spoken and written English
• 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 (Transcripts required); Or
  • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (Transcripts required).

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).

Grade Determinations:

GS-3 Entry Level
Experience and Education. None beyond the basic requirements.

• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
  2. Ability to utilize computer systems to enter administrative data in patient systems.
  3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

• GS-4 Intermediate/Developmental level

• Experience. One year of 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
• Education. Two years of education above high school (Transcripts required); AND
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  1. 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.
  2. 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.
  3. Knowledge of basic medical terminology to assist in the provision of care to patients.
  4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5 Full Performance Level

• Experience. One year of experience equivalent to the GS-04 OR
• Education. Successful completion of a 4-years of education above high school (Transcripts required); AND
• Demonstrated KSAs
  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: Handbook 5005, Part II, Appendix G45.

The full performance level of this vacancy is GS 05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS 03 to GS 05.

Physical Requirements: Medical Support Assistant functions require use of a computer and telephone and the ability to work outside to conduct COVID-19 screenings. This requires use of fingers or speech recognition. Hearing required (aid permitted). The ability to sit and stand for long periods of time and walk to cars to conduct COVID-19 Screenings

Responsibilities:

Some duties include but are not limited to:

• The Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model and perform duties related to administrative support, COVID-19 screenings, customer service, and other duties to ensure the proper and timely treatment of Veterans.
• He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• The incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and established clinic processes.
• The incumbent is able to manage position responsibilities with guidance from more experienced staff members and more frequent and direct contact from the assigned lead and/or supervisor.
• The incumbent is expected to develop the ability to set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Participates in the interdisciplinary team huddles and team meetings, where patient care planning and management occurs, except during times when staff shortages require coverage.
• The incumbent notifies his/her Supervisor and Lead Medical Support Assistant 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, EWL, Return to Clinic Orders, Vet Links, VETEXT, VAR, Recall list, and Audiocare communications for accuracy and disposition.
• Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care.
• When records are received, the incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents for scanning.
• The incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care.
• The incumbent assures timely accomplishment of the assigned workload and is able to prioritize the workload appropriately.
• The incumbent must have the knowledge to assume special projects or extra workload during periods of MSA leave or vacancies.
• Responsible for keeping current with frequent changes to VHA Scheduling Directive, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principle.
• The work requires the ability to work in a busy environment, multi-task, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list.
• The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN).
• On occasion, the incumbent may be required to travel to other sites to ensure efficient daily operation and appropriate clinic coverage.
• The incumbent is responsible for scheduling all consult related appointments, including interpreting and verifying clinician requests in accordance with VHA national scheduling guidelines.
• Assignments at this level include but are not limited to: tracking internal consults to insure patient has kept all appointments, as well as scheduling, canceling, re-scheduling patient's consults appointments, verifying and updating demographics and insurance information; performing basic eligibility and co-pays, receives and makes telephone calls, reviews and sends faxes, makes photocopies and manages mail.
• Other duties as assigned.

Work Schedule: Full Time, 7:30am-4:00pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 631-F1133, F1199, F1198
Relocation/Recruitment Incentives: May Be Authorized
Financial Disclosure Report: Not required

Salary : $32,196 - $52,865