Medical Support Assistant

Summary The Northern Arizona VA Health Care System is seeking a highly energetic candidates to fill the Medical Support Assistant vacancies within Health Administration Service. Ideal candidate's resume will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution - ability to operate computerized programs - and scheduling of appointments. Summary The Northern Arizona VA Health Care System is seeking a highly energetic candidates to fill the Medical Support Assistant vacancies within Health Administration Service. Ideal candidate's resume will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution - ability to operate computerized 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 Citizenship: Be a citizen of the United States (U.S.) Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a) Experience No experience required Education High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education Licensure/Certification/Registration None English Language Proficiency Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f) 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-05: Full PerformanceExperience: One year of creditable experience equivalent to the next lower grade OR Education Two years of education above high school Demonstrated Knowledge - Skills - and Abilities Candidates must demonstrate all of the KSAs below: 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 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 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 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.) Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation - see Duties section for essential job duties of the position May require standing - lifting - carrying - sitting - stooping - bending - puling - and pushing May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions the area is adequately lighted - heated - and ventilated However - the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations References: For more information on this qualification standard - please visit The full performance level of this vacancy is GS-05. Duties VA Careers - Medical Support Assistant: Total Rewards of a Allied Health Professional 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 Schedule: Monday - Friday (8:00am - 4:30pm) 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 #: 00000 #J-18808-Ljbffr U.S. Department of Veterans Affairs