Medical Support Assistant

Summary The Southern Arizona VA Health Care System is seeking a highly energetic candidate to fill the Medical Support Assistant vacancy at the Tucson VA Medical Center. The ideal candidate must be skilled in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution. In addition - candidate must possess the ability to operate computer programs - and scheduling of appointments. 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 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 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 Two years 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 Must have at least six months of customer service experience in a position that required daily direct customer interactions Meets the needs of the Veteran customers while supporting VA missions Consistently communicates and treats customers (Veterans - their representatives - visitors - and all VA staff) in a courteous - tactful - and respectful manner Provides the Veteran with consistent information according to established policies and procedures Handles conflict and problems in dealing with the customer constructively and appropriately 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) 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) Grandfathering Provision All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series - and grade held - which are a part of the basic requirements of the occupation For employees who do not meet all the basic requirements required in this standard - but who met the qualifications applicable to the position at the time they were appointed to it - the following provisions apply: (1) Such employees may be reassigned - promoted - or changed to a lower grade within the occupation 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) (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed - on a temporary or permanent basis - until they fully meet the basic requirements of the standard (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation - the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation 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 Grade Determinations: In addition to the basic requirements for employment listed in paragraph 3 above - the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant - GS-5 Experience: One year of creditable experience equivalent to the next lower grade level OR - Education Two years of education above high school AND - Must also meet all KSA's: Knowledge - Skills - and Abilities (KSAs) In addition to the experience or education above - the candidate must demonstrate the following KSA's: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution 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 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 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 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 monitoring both inpatient and outpatient appointments in areas of responsibility verifying and updating demographics and insurance information when patients check-in for 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 i.e. - TRICARE - sharing agreements - collaterals - research patient - VA employee - etc.).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 5 Physical Requirements: The work is sedentary Typically - the employee sits comfortably to do the work However - there May be some walking standing bending carrying of light items such as papers - books - small parts or driving an automobile - etc No special physical demands are required to perform the work The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices - meeting and training rooms - or libraries The work area is adequately Lighted - heated - and ventilated Reference: For more information on this qualification standard - please visit Duties The incumbent serves as a Medical Support Assistant (MSA) in a clinical team based model in the Veterans Health Administration (VHA) The work includes functions such as serving as an initial point of contact for the outpatient clinics - and patients - to include - but not limited to - scheduling patient appointments - tracking - reviewing - and responding to electronic orders - consults - and other elements in the electronic medical record and medical systems This series includes work that requires a practical knowledge of computerized data entry - information processing systems and software related to patient care - the healthcare system's organization and services - basic rules and regulations governing visitors and patient treatment - knowledge of standard procedures - utilizing medical records - and medical terminology The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists - social workers - dieticians - behavioral health staff - to provide a robust interdisciplinary approach to care Major duties include - but are not limited to: Coordinate information and actions related to patient care and services Scheduling patient appointments for treatment in accordance with VHA national directives and local standard operating procedures Answering multiline phone systems and retrieving voicemails to determine appropriate actions Interviewing patients for appointments Referring patients to other medical specialty clinics as required Providing information to patients necessary to resolve complaints Interacting with customers - in-person - over the phone and through correspondence both written and electronically through various systems Reviewing and documenting medical electronic health records and administrative records Verifying and updating demographics and third party insurance information Providing excellent customer service Participate in Team huddles and meetings Assist with coverage for other respective clinics Advise clinical staff on current administrative processes Assist with training to clinic specific requirements when needed Run administrative reports for the clinical team and take appropriate action (consults - no shows) Coordinates emergency transfers to other VA hospitals or private hospitals and determine eligibility status Work independently with minimal supervision Coordinates the release of information to various organizations in support of direct patient care needs Work rotated weekends and holidays throughout the year as needed Work Schedule: Monday-Friday (Various Tours) Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized #J-18808-Ljbffr