Medical Support Assistant

US-Department-of-Veterans-Affair; Minneapolis (MN); On-site; USD 42,000 - 54,000; Full time

Job summary

US Department of Veterans Affairs in Minneapolis is seeking a Medical Support Assistant to provide medical administrative support within the Nutrition and Food Services department. The role focuses on accurate appointment management and coordinating administrative information between clinical staff, patients, and caregivers.

Applicants may be referred for tentative selection while meeting education/certification requirements.

Qualifications

• Must understand medical terminology to relay clinical staff instructions to patients.
• Excellent customer service skills with ability to resolve concerns.
• Able to operate computerized scheduling and patient information systems.

Responsibilities

• Manage accurate appointment scheduling and coordination of administrative information.
• Serve as a liaison between professional staff, patients, and caregivers/representatives.
• Support day-to-day administrative operations of the clinics within the Minneapolis VA Health Care System.

Skills

Medical terminology

Customer service

Scheduling

Communication

Attention to detail

Education

High school diploma or equivalent

Tools

EHR systems

Insurance Capture Buffer (ICB)

Job description

This position provides medical administrative support to the Nutrition and Food Services department of the Minneapolis VA Health Care System and is an integral member of the clinic team to effectively carry out day to day administrative operations of the clinics. The Medical Support Assistant is responsible for accurate appointment management and the coordination of all administrative information between the professional staff, patient caregiver and/or representative. 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.
• English: Must be proficient in basic written and spoken English.
• Education/Experience:
  • Experience. No experience required.
  • Education: Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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

In addition to the basic requirements, you must meet the grade specific requirement:
One (1) year experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: scheduling and rescheduling patients for treatment; interviewing for appointment: referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal 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 appointment in accordance with VHA national scheduling guidelines. OR,

• Education: Two years of education above high school.

AND, Demonstrated Knowledge, Skills, and Abilities. In addition to the above basic requirements and experience, candidates must also demonstrate all of the KSAs below:

• KSA- 1: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• KSA-2: Skill in customer service with the ability] to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• KSA-3: 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.
• KSA-4: Ability to schedule medical appointments in a clinical setting.
• KSA-5: Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• KSA- 6: Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with [internal and external customers.

Preferred Experience

Experience in computer systems and a support role; such as an assistant, program support, answering phones and customer service.

Reference

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-5.

Physical Requirements

This position requires long periods of sitting and extensive fine motor skills and exertion to the upper extremities. Rigid deadlines and need for high degree of accuracy periodically becomes stressful. Incumbent is expected to practice safe work habits and use ergonomically correct body mechanics to avoid injury.