Medical Support Assistant

U.S. Department of Veterans Affairs; Fayetteville (AR); On-site; USD 36,000 - 48,000; Full time

Job summary

U.S. Department of Veterans Affairs in Fayetteville, AR, is seeking a Medical Support Assistant in the Health Administration Service of the Veterans Health Care System of the Ozarks to support patient access and administrative procedures.

The MSA will greet patients, answer calls, schedule appointments, verify information, and coordinate with clinical staff to facilitate care. This role requires strong communication, basic clerical skills, and knowledge of medical terminology to assist in

Qualifications

• High school diploma or GED required, with English proficiency.
• Ability to communicate effectively with patients and staff.
• Experience with office automation and scheduling is preferred.

Responsibilities

• Interviews Veterans and prepares applications for medical benefits.
• Answers incoming phone calls and relays messages to staff.
• Schedules, cancels and reschedules appointments in line with scheduling guidelines.

Skills

Communication

Office software

Medical terminology

Scheduling

Education

High school diploma

Tools

EHR systems

Scheduling software

Phone systems

Job description

Summary

The Medical Support Assistant is in the Health Administration Service of the Veterans Health Care System of the Ozarks located in Fayetteville - Arkansas.

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-03: Entry Level Experience or Education: None beyond the basic requirements
• GS-04: Developmental (a) Experience
• One year of creditable experience equivalent to the next lower grade.OR (b) Education
• One year of education above high school
• (c) 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 VA Handbook 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 scheduling guidelines
• MSAs at this level refer all questions regarding medical attention to the appropriate health care team member
• (d) Demonstrated Knowledge - Skills - and Abilities
• Candidates must demonstrate all of the KSAs below: 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
• Knowledge of basic 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
• GS-05: Full Performance (a) Experience: One year of creditable experience equivalent to the next lower grade.OR (b) Education
• Two 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
• 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.)
• (d) 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
• Preferred Experience: Experiance working in radiology department 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 https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS-05
• The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

Duties

• Total Rewards of a Allied Health Professional The Medical Support Assistant (MSA) position serves as the Support Clerk for the Emergency Department - Inpatient Wards - Reception - as well as the Community Based Outpatient Clinics
• The MSA serves as the receptionist for all persons reporting for medical care or for general specific information and will direct persons to the proper source of information for various clinics and /or services located throughout the Medical Center
• The primary duties of the Medical Support Assistant may include but are not limited to: Interviews Veterans and prepares applications for medical benefits
• Performs typing and computer entry functions as necessary Prepare patient data cards Performs inpatient admission processing ensuring proper identification of patient Advises clinical staff on current administrative processes Answers incoming phone calls from patients to answer questions and relay messages to appropriate medical staff Participates in huddles with other MSAs and/or clinic staff Schedules - cancels and reschedules appointments or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Interprets and verifies provider orders Monitors appointment requests from multiple electronic sources Coordinates administrative functions relating to emergency and non-emergency transfers to other Veterans Affairs (VA) facilities or private hospitals and determines appointment type based on the patient's eligibility status (e.g. - TRICARE - sharing agreements - collaterals - research patient - VA employee - etc.) Work Schedule: Monday - Friday 8:00am - 4:30pm - Monday - Friday - subject to change based on the needs of the service Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• 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 #: 01610-F - 01611-F - 01612-F Permanent Change of Station (PCS): Not Authorized