Medical Support Assistant
Ability to provide outstanding customer service on a routine basis. Incumbent actively listens to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner. The incumbent responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care. Staff must be knowledgeable of clinic procedures and processes in order to accurately schedule appointments in VISTA in the appropriate physician/specialty clinics in accordance with existing procedures and guidelines. Incumbent is especially knowledgeable of specialty services and procedure guidelines with ability to clearly inform our customers (orally or in writing), or be able to direct inquiries regarding services to the appropriate personnel for resolution. Ability to promptly answer, screen, and prioritize telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies. Telephone calls are answered in a timely manner. Demonstrates proper telephone etiquette:
answers phones with name, and provides location where call is answered. Answers telephones, determines priority of inquiries and either responds to and/or routes calls to appropriate individual(s) for resolution. Incumbent will meet customers' needs while operating within VA, VHA and local operating policies and guidelines. Customers include Veterans, family members, physicians, nurses, peers/co-workers, and all other medical center staff; visitors to the medical center. Ability to effectively communicate both orally and in writing with people of various backgrounds. Provides and accepts written andor oral communication to and from professional staff regarding patient concerns so that the proper resolution may be rendered for the benefit of the patient and the organization. Completes written requests to secure patient treatment documents in support of expeditious patient continuity of care. Participates in secure messaging with patient and team, develops and manages a system for tracking needed follow up care, and communicating with the patient and team as necessary. Orients medical staff including new employees to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. Uses appropriate VA applications to perform check in and check-out of primary care patients. Follows current procedures for notification of clinic staff of patient's arrival/check-in. Skilled in scheduling medical appointments for patients. The incumbent is responsible for accurate appointment management and the coordination all administrative information between the professional staff and the patient. Incumbent schedules outpatient clinic appointments. Assures timely appointment cancellations by both the clinic and patient are recorded in accordance with VA guidelines. Enters no-shows information for patients who fail to report for scheduled appointments. Ensures patients are involved in, and informed of all scheduled appointments to minimize rescheduling and no-shows. Updates and verifies demographic information, collects and updates insurance information. Administratively manages consultation requests and notifies patients of )hisher scheduled appointments. Complies with the mandatory training requirements for the outpatient scheduling process. Monitors and manages the Recall Reminder (RR) or Electronic Wait List (EWL) lists and completes follow-up calls to Veterans. Documents contacts in CPRS. Utilizes the EWL when access that meets VA scheduling guidelines is not available. Sends, receives andor processes sensitive information and reports in accordance with established procedures. Provides timely and accurate release of medical information for incidental releases and ensures full compliance with Privacy Act of 1974, the Health Insurance Portability and Accountability Act of 1996 (HIPPA), Privacy Rule, the Freedom of Information Act (FOIA), Departmental regulations, and Medical Center Policies. Inputs requests for, or directs requests for complete copies of medical records to include requests for courts of law, attorneys, Workman's Compensation or tort cases should be referred to the Release of Information Section of Health Administration Service. In the performance of regular duties, incumbent accesses to print and use electronic files containing sensitive data, which must be protected under provisions of all applicable privacy guidelines (Privacy Act, 1974, HIPPA, FOIA, etc.,). Incumbent protects data from unauthorized release or from loss, alteration or unauthorized deletion, and, follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc. Performs proper disposition of documents. Work Schedule:
Monday - Friday 8:
00 am - 4:
30 pm Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/22/2019. 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 or other 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 GS-5 MSA (Full Performance Level) (a) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school. (b) Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for 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's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. 2. Knowledge of basic medical terminology. 3. Ability to make appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. 5. Ability to communicate effectively and professionally with employees at varying grade levels. 6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. References:
VA Handbook 5005/53, Part II Appendix G45. Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-05. Physical Requirements:
This is primarily a sedentary position, but the work requires some walking, bending, stooping and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under prolonged stress is required because of the time factors involved in completion of work assignments within deadlines.
Estimated Salary: $20 to $28 per hour based on qualifications.
answers phones with name, and provides location where call is answered. Answers telephones, determines priority of inquiries and either responds to and/or routes calls to appropriate individual(s) for resolution. Incumbent will meet customers' needs while operating within VA, VHA and local operating policies and guidelines. Customers include Veterans, family members, physicians, nurses, peers/co-workers, and all other medical center staff; visitors to the medical center. Ability to effectively communicate both orally and in writing with people of various backgrounds. Provides and accepts written andor oral communication to and from professional staff regarding patient concerns so that the proper resolution may be rendered for the benefit of the patient and the organization. Completes written requests to secure patient treatment documents in support of expeditious patient continuity of care. Participates in secure messaging with patient and team, develops and manages a system for tracking needed follow up care, and communicating with the patient and team as necessary. Orients medical staff including new employees to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. Uses appropriate VA applications to perform check in and check-out of primary care patients. Follows current procedures for notification of clinic staff of patient's arrival/check-in. Skilled in scheduling medical appointments for patients. The incumbent is responsible for accurate appointment management and the coordination all administrative information between the professional staff and the patient. Incumbent schedules outpatient clinic appointments. Assures timely appointment cancellations by both the clinic and patient are recorded in accordance with VA guidelines. Enters no-shows information for patients who fail to report for scheduled appointments. Ensures patients are involved in, and informed of all scheduled appointments to minimize rescheduling and no-shows. Updates and verifies demographic information, collects and updates insurance information. Administratively manages consultation requests and notifies patients of )hisher scheduled appointments. Complies with the mandatory training requirements for the outpatient scheduling process. Monitors and manages the Recall Reminder (RR) or Electronic Wait List (EWL) lists and completes follow-up calls to Veterans. Documents contacts in CPRS. Utilizes the EWL when access that meets VA scheduling guidelines is not available. Sends, receives andor processes sensitive information and reports in accordance with established procedures. Provides timely and accurate release of medical information for incidental releases and ensures full compliance with Privacy Act of 1974, the Health Insurance Portability and Accountability Act of 1996 (HIPPA), Privacy Rule, the Freedom of Information Act (FOIA), Departmental regulations, and Medical Center Policies. Inputs requests for, or directs requests for complete copies of medical records to include requests for courts of law, attorneys, Workman's Compensation or tort cases should be referred to the Release of Information Section of Health Administration Service. In the performance of regular duties, incumbent accesses to print and use electronic files containing sensitive data, which must be protected under provisions of all applicable privacy guidelines (Privacy Act, 1974, HIPPA, FOIA, etc.,). Incumbent protects data from unauthorized release or from loss, alteration or unauthorized deletion, and, follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc. Performs proper disposition of documents. Work Schedule:
Monday - Friday 8:
00 am - 4:
30 pm Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/22/2019. 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 or other 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 GS-5 MSA (Full Performance Level) (a) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school. (b) Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for 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's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. 2. Knowledge of basic medical terminology. 3. Ability to make appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. 5. Ability to communicate effectively and professionally with employees at varying grade levels. 6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. References:
VA Handbook 5005/53, Part II Appendix G45. Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-05. Physical Requirements:
This is primarily a sedentary position, but the work requires some walking, bending, stooping and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under prolonged stress is required because of the time factors involved in completion of work assignments within deadlines.
- Department:
0679 Medical Support Assistance - Salary Range:
$34,099 to $44,325 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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