Medical Support Assistant
Duties include, but are not limited to:
Meeting the requirement of daily operations and employee/patient care which require the MSA to quickly assist nurses and providers for testing and monitoring COVID-19 tests. Supporting the Occupational Health & Health mandatory programs. Making phone calls, answering calls and following up calls a timely fashion to assist with organizing a database system for tracking and reporting all employee COVID data, as requested. Making telephone and VVC visits for the nurses and APNs to ensure that the workload is captured to follow-up of all of the employees with symptoms, exposure, or confirmed COVID. Carrying out duties for both the Lyons Campus and East Orange Campus, based on staffing needs, for scheduling, appointment management and workload capture. Participating in team meetings where the group reviews individual patient requirements and formulates a plan for delivering the optimal level of care in the appropriate setting. Supporting the team by finding solutions within his/her scope of responsibility in order to resolve patient needs or expedite delivery of patient care. Proactively engaging with Veterans through multiple venues to include My HealtheVet (secure messaging), the recall system, or in person. Educating other members of the respective care team about the scheduling process, to include application of the electronic wait list (EWL), recall system, and the panel assignment process. Providing information and receiving patients that are reporting for scheduled and unscheduled visits; processing and directing patients in an expedient and efficient manner; receiving and routing visitors. Screening all veterans to determine the nature of medical problems; when seeking treatment and determining whether a medical emergency exits, incumbent contacts the appropriate medical staff immediately and provides administration assistance as required for the problem. Duties require frequent data input and processing functions into VISTA follow-up and/or referral appointment, means test and other administrative processes. Performs other duties, as assigned. Work Schedule:
Monday - Friday, Day shift. NOTE:
Tour of duty may vary to include evening hours and possible weekend hours. Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, . BASIC REQUIREMENTS:
Citizenship. Citizen of the United States. Experience and Education. 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. Physical Requirements. See VA Directive and Handbook 5019. 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. GRADE REQUIREMENTS. Grade Determinations- In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Medical Support Assistant, GS-3 Experience or Education. None beyond the basic requirements. 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 perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2- Ability to utilize computer systems to enter administrative data in patient systems. 3- 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 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 Education. Two years of education above high school. 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 in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- 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. 2- 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. 3- Knowledge of basic medical terminology to assist in the provision of care to patients. 4- 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 Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. 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.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- 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. 2- Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3- Ability to schedule medical appointments in a clinical setting. 4- Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5- Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6- 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 Appendix G45 reference and appropriate VA Qualification Standard The full performance level of this vacancy is GS-5.
Estimated Salary: $20 to $28 per hour based on qualifications.
Meeting the requirement of daily operations and employee/patient care which require the MSA to quickly assist nurses and providers for testing and monitoring COVID-19 tests. Supporting the Occupational Health & Health mandatory programs. Making phone calls, answering calls and following up calls a timely fashion to assist with organizing a database system for tracking and reporting all employee COVID data, as requested. Making telephone and VVC visits for the nurses and APNs to ensure that the workload is captured to follow-up of all of the employees with symptoms, exposure, or confirmed COVID. Carrying out duties for both the Lyons Campus and East Orange Campus, based on staffing needs, for scheduling, appointment management and workload capture. Participating in team meetings where the group reviews individual patient requirements and formulates a plan for delivering the optimal level of care in the appropriate setting. Supporting the team by finding solutions within his/her scope of responsibility in order to resolve patient needs or expedite delivery of patient care. Proactively engaging with Veterans through multiple venues to include My HealtheVet (secure messaging), the recall system, or in person. Educating other members of the respective care team about the scheduling process, to include application of the electronic wait list (EWL), recall system, and the panel assignment process. Providing information and receiving patients that are reporting for scheduled and unscheduled visits; processing and directing patients in an expedient and efficient manner; receiving and routing visitors. Screening all veterans to determine the nature of medical problems; when seeking treatment and determining whether a medical emergency exits, incumbent contacts the appropriate medical staff immediately and provides administration assistance as required for the problem. Duties require frequent data input and processing functions into VISTA follow-up and/or referral appointment, means test and other administrative processes. Performs other duties, as assigned. Work Schedule:
Monday - Friday, Day shift. NOTE:
Tour of duty may vary to include evening hours and possible weekend hours. Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, . BASIC REQUIREMENTS:
Citizenship. Citizen of the United States. Experience and Education. 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. Physical Requirements. See VA Directive and Handbook 5019. 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. GRADE REQUIREMENTS. Grade Determinations- In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Medical Support Assistant, GS-3 Experience or Education. None beyond the basic requirements. 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 perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2- Ability to utilize computer systems to enter administrative data in patient systems. 3- 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 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 Education. Two years of education above high school. 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 in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- 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. 2- 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. 3- Knowledge of basic medical terminology to assist in the provision of care to patients. 4- 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 Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. 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.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- 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. 2- Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3- Ability to schedule medical appointments in a clinical setting. 4- Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5- Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6- 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 Appendix G45 reference and appropriate VA Qualification Standard The full performance level of this vacancy is GS-5.
- Department:
0679 Medical Support Assistance - Salary Range:
$32,123 to $52,452 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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