Medical Support Assistant at U.S. Department of Veterans Affairs

Summary

The Health Administration Service is recruiting for 1 Medical Support Assistant for the Spinal Cord Unit. The position is located at James J. Peters VA Medical Center. James J. Peters VA Medical Center (JJP) is a complexity 1B health care facility providing tertiary care across a broad range of inpatient and outpatient medical services.

Qualifications

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 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
• Foreign Education
• To be creditable - education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs
• English Language Proficiency
• MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II
• 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
• a
• Creditable Experience Knowledge of MSA Practices
• To be creditable - the 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
• Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• Quality of Experience
• Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and a range of varieties as described in this standard - at the specified grade level and be performed by the incumbent at least 25% of the time
• Part-Time Experience
• Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek
• For example - an MSA employed 20 hours a week - or on a 1/2-time basis - would receive one full-time workweek of credit for each two weeks of service
• 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-5 (A) Experience
• One year of experience equivalent to the GS-4 grade level
• 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
• 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
• (D) Demonstrated Knowledge - Skills - and Abilities
• Candidates must demonstrate all 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
• 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. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5. Physical Requirements: See VA Directive and Handbook 5019.
  
  

Duties

• Duties include but not limited to: The incumbent will independently determine the needs of the Veteran/caregiver and provide administrative support across interprofessional clinics and support centers
• The MSA is responsible for scheduling and rescheduling appointments - referring patients to other medical specialty clinics - providing information to patients necessary to resolve complaints - interactions with both internal and external customers - reviewing and documenting clinical and administrative electronic health records (EHR)
• obtaining medical information from patients - coordination information and actions related to patient care and services
• and scheduling appointments in accordance with VHA national scheduling guidelines
• MSA refers all questions regarding medical attention to the appropriate health care team member
• Independently performs a full range of duties related to the delivery of healthcare services at JJP VA Medical Center
• The MSA advises clinical staff on current administrative processes - working collaboratively across administrative and clinical services at the medical center to address patient's needs
• The MSA provides customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• The MSA's responsibilities can include any point the Veteran interacts with the medical center while navigating their health services
• This includes but is not limited to assistance with screening patients - visitors - and caregivers - assisting with Veteran's interaction with kiosks and self-service machines - clinic registration and scheduling
• MSA will be required to communicate with Veterans through all patient outreach modalities including: JJP Call Center - VA Video Connect Appointments (VCC) - VetText - and Vetlink
• The MSA will use advance knowledge of the health care process to ensure clinic utilization is optimized and effectively supports the needs of the organization and the Veterans
• This requires practical knowledge of computerized data entry and information processing systems to enter - modify - and retrieve sensitive patient health information (PHI)
• These systems include electronic health records - consult referral tracking - and patient scheduling systems
• MSAs will ensure clinic optimization through generating reports - administrative follow-up actions and evaluation of patient information and clinic schedules
• The MSA provides accurate details of organizational information to Veterans regarding the different services the VA offers
• Provides high-quality customer service to Veterans and their families/caregivers
• Communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• The incumbent is an effective member of a team working collaboratively across all administrative and clinical services throughout the health system
• Other related duties may be assigned
• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday - 8am - 4:30pm
• 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 Authorized
• Virtual: This is not a virtual position
• Functional Statement #: 49787-F