Medical Support Assistant
a. The incumbent is responsible for screening incoming calls to the Community Care Service and carrying out a variety of administrative and technical duties in support of the department. b. Screens/receives phone calls in a courteous and timely manner, determines the nature of requests and assists with communicating needs regarding Community Care and Urgent Care eligibility, consults, referrals, authorizations, appointments, etc. and/or refers the call to the appropriate clinical or administrative personnel. c. Prioritizes and makes decisions based on the caller needs, forwarding calls to RN for patients/callers who potentially have an emergent or urgent care need. d. Documents in Computerized Patient Record System (CPRS) or other tracking system patient contact until resolved. e. Updates/verifies patient information/demographics and insurance information as needed. f. Cancels/reschedules community care outpatient appointments in accordance with VHA national and local scheduling guidelines. g. Acts as a patient advocate and tries to resolve patient needs to the best of their ability and/or notifies Supervisor of issues. h. Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number. i. Edits appropriate authorization for corresponding Community Care program with accurate fund control point (FCP), obligation, cost estimates and/or prepare documentation for third party administrator for authorization and appointing. j. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning documents to the appropriate Community Care consult for closure. k. Re-schedules, cancels, or no-shows Veteran appointments with community providers using VistA or other software scheduling options. l. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule:
Monday - Friday, 8:
00 AM to 4:
30 PM Financial Disclosure Report:
Not required BASIC REQUIREMENTS. a. 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.). b. 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. c. 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 (a) Experience or Education. None beyond the basic requirements. (b) 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 (a) 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. (b) 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 (a) 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.(b) 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 SPECIALIZED
Experience:
a. Skilled in data entry to manipulate and correct information in various databases or records. b. Skilled in tactful and effective communication both orally and in writing. c. Advance knowledge of the technical health care process as it relates to access to care. d. Ability to independently manage position responsibilities with little supervision. e. Ability to set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. PREFERRED QUALIFICATION CRITERIA:
a. A minimum of five years of successful administrative work in a clinical office setting or at 2-3 successful years working in a call center environment setting b. Able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. c. Possesses a working knowledge of VA and community resources and skill in using them for the benefit of veterans, family members and/or significant others as well as the referral sources. d. Possesses a broad working knowledge of all medical center programs and services. e. Possesses a broad working knowledge of medical terminology. f. A minimum of 2-3 years demonstrated customer service skills. g. Demonstrated ability to type at least 50 WPM and manipulate multiple programs and/or portals in the completion of work duties and assignments using a computer. 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday, 8:
00 AM to 4:
30 PM Financial Disclosure Report:
Not required BASIC REQUIREMENTS. a. 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.). b. 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. c. 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 (a) Experience or Education. None beyond the basic requirements. (b) 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 (a) 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. (b) 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 (a) 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.(b) 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 SPECIALIZED
Experience:
a. Skilled in data entry to manipulate and correct information in various databases or records. b. Skilled in tactful and effective communication both orally and in writing. c. Advance knowledge of the technical health care process as it relates to access to care. d. Ability to independently manage position responsibilities with little supervision. e. Ability to set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. PREFERRED QUALIFICATION CRITERIA:
a. A minimum of five years of successful administrative work in a clinical office setting or at 2-3 successful years working in a call center environment setting b. Able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. c. Possesses a working knowledge of VA and community resources and skill in using them for the benefit of veterans, family members and/or significant others as well as the referral sources. d. Possesses a broad working knowledge of all medical center programs and services. e. Possesses a broad working knowledge of medical terminology. f. A minimum of 2-3 years demonstrated customer service skills. g. Demonstrated ability to type at least 50 WPM and manipulate multiple programs and/or portals in the completion of work duties and assignments using a computer. 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.
- Department:
0679 Medical Support Assistance - Salary Range:
$27,800 to $45,393 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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