Medical Support Assistant

Summary

This is an entry level position. It is expected that the MSA will receive guidance from more experienced staff members. This position is located in the Patient Administration Section (PAS) of the Health Administration Service (HAS) at the Ralph H. Johnson VA Medical Center. The Ward Medical Support Assistant (MSA) is responsible for a wide range of assignments and provides administrative support to the Section.

Two tours of duty are available: 7:30am-4:00pm or 3:30pm-12:00am

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Duties

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The Ward MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients admitted to the units within the facility. The Ward MSA may be required to rotate to various inpatient units to include the Community Living Center (CLC) and Ambulatory Care Center (ACC) within the facility to ensure units are covered appropriately with proper staffing. The Ward MSA is responsible for processing all patient movements (admissions, inter-ward transfers, discharges) for patients admitted to the unit. The Ward MSA schedules all tests, procedures, appointments, return to clinic orders requested for the Veteran during their inpatient stay in accordance with established VA guidelines. The Ward MSA coordinates with the operating room for any patient scheduled for surgery. He/she works proactively to ensure the OR schedule is accurate and completed, particularly when assigned to the Ambulatory Care Center (ACC). This may involve working directly with clinical staff for any encounters with errors. The Ward MSA ensures the Bed Management System is always updated and current with the appropriate patient icons determined by clinical staff. The Ward MSA supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Health Identification Card (VHIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in, admission, or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. The Ward MSA explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of My HealtheVet (MHV). As a Ward MSA with patients and staff contact, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. The Ward MSA ensures all necessary health/administrative information received or assigned are scanned into Computerized Patient Record System (CPRS) within 24 hours of receipt. The Ward MSA may be asked to train other MSA levels on the process. The Ward MSA 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 inpatient processes (Facility opt/in directory). The Ward MSA is also required to answer the patient call bell system promptly. The Ward MSA is required to participate when requested in the daily and weekly meetings where patient care planning and management occur as needed. The Ward MSA will require frequent and direct supervision to manage position responsibilities as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Performs other duties as assigned.

Total Rewards of a Allied Health Professional

Work Schedule : Full Time

Recruitment/Relocation Incentives (Sign-on Bonus): Not Available

Permanent Change of Station (Relocation Assistance): Not Available

Pay: Competitive salary and regular salary increases

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)

Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66 .

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework : Not Available

Virtual: This is not a virtual position.

Functional Statement # :

GS-0679-3 60720F

GS-0679-4 60192F

GS-0679-5 60719F

Requirements

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Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation/examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

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. 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 REQUIREMENTS.

Creditable 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].

Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:

Medical Support Assistant, GS-3

(a) Experience or Education. None beyond the basic requirements.

(b) Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below:

i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.

ii. Ability to utilize computer systems to enter administrative data in patient systems.

iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical

Support Assistant, GS-4

(a) 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,

(b) Education. Two years of education above high school.

(c) 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. Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; and coordinating information and actions related to patient care and services.

(d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below:

i. 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.

ii. 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.

iii. Knowledge of basic medical terminology to assist in the provision of care to patients.

iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant, GS-5

(a) Experience. One year of experience equivalent to the GS-4 grade level; Experience includes: 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; Advanced knowledge of 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. OR,

(b) Education. Four years of education above high school.

(c) 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. 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 include, 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.

(d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below:

i. 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.

ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.

iii. Ability to schedule medical appointments in a clinical setting.

iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.

v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.

vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.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).

References: VA Handbook 5005/117, Part II, Appendix G45The 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: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

Additional information

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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