• Job Description

  Req#: 840093500
  The Medical Support Assistant (MSA) serves in the Health Administration Department at the Tomah Veterans Affairs Medical Center. The Medical Support Assistant is responsible for a range of duties related to telephone support and management, consult tracking, scanning, receiving and processing of all mail.
  
  
  Duties
  
  
  Queries patient as to current address and phone number, updating information as needed.
  
  Ensures that incoming claims, medical documentation, statements, and general inquiries are properly opened, date stamped, and sorted into established categories for proper processing.
  
  Reviews incoming correspondence to determine the nature of the question, concern, or issue, and directs the documentation to the proper area for resolution.
  
  Views and sorts medical documentation and indexes to the correct veteran by either scanning records to the veteran's chart or properly directs to the Health Information Management Department for scanning.
  
  Assists in training new employees and in updating procedures with experienced employees.
  
  Maintains a cooperative working relationship with co-workers, managers, and patients from a wide range of backgrounds and services.
  
  Demonstrates ability to effectively communicate both orally and in writing.
  
  Promotes teamwork by cooperating with and supporting staff and customers in achieving Medical Center goals and mission.
  
  Manages information security within areas of responsibility to assure that computer system security and confidentiality of sensitive information is maintained.
  
  Creates and maintains an environment that ensures confidentiality and privacy of patient information.
  
  Work Schedule: Monday - Friday; 8:00 AM - 4:30 PM
  Virtual: This is not a virtual position.
  Functional Statement #: 000000
  Fi nancial Disclosure Report: Not required
  
  
  Requirements
  
  
  
  
  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.
  
  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 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-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.
  
  References: VA Handbook 5005/117, Part II, Appendix G45. The 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-4 to GS-5.
  
  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.

• About the company

  The United States Department of Veterans Affairs (VA) is a Cabinet-level executive branch department of the federal government charged with integrating life-long healthcare services to eligible military veterans at the 1700 VA medical centers and outpatient clinics located throughout the country.

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