Medical Support Assistant
Company: Veterans Health Administration
Location: Biloxi
Posted on: April 9, 2021
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Job Description:
Basic Requirements:
Citizenship: Citizen of the United States. (Non-citizens may be
appointed when it is not possible to recruit qualified citizens in
accordance with VA Handbook 5005, Part II, Chapter 3, Section A,
paragraph 3.g.).
Experience and Education:
(1) 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,
(2) Education. One year above high school;
OR,
(3) Experience/Education Combination. Equivalent combination of
experience and education are qualifying for entry level for which
both education and experience are acceptable. 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. 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: 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: Demonstrated Knowledge, Skills, and Abilities.
Candidates must demonstrate all of] the KSAs below:
i. Ability to meet, communicate, and interact with individuals in a
courteous and helpful manner in order to give instructions and
arrange appointments.
ii. Ability to utilize computer systems to enter administrative
data in patient systems.
iii. 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 and/or Education:
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. Demonstrated
Knowledge, Skills, and Abilities: Candidates must demonstrate all
of the KSAs below:
i. 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.
ii. 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.
iii. Knowledge of basic medical terminology to assist in the
provision of care to patients.
iv. 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 and/or Education:
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:
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. Preferred Experience: N/A
References: VA Handbook 5005/117, Part II, Appendix 45 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. Physical Requirements: Duties require sitting,
walking, bending, carrying records or supplies and approximately
six hours of using a video display screen daily. Incumbent must be
capable of dealing with all types of personalities, patients with
mental health diagnoses, patients with alcohol or drug abuses,
etc., and must be capable of working under stressful conditions and
yet maintain self control and poise at all times.
Keywords: Veterans Health Administration, Biloxi , Medical Support Assistant, Healthcare , Biloxi, Mississippi
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