The Radiology Department is looking to recruit (2) two Medical Support Assistant for the following locations: (1) for the Jacksonville Outpatient Clinic and (1) for the Tallahassee Outpatient Clinic.

Duties

The MSA is responsible for a variety of customer service functions including data entry, data retrieval and records processing. Scheduling, canceling, re-scheduling patient appointments The MSA complies with established business rules to create provider request per radiologist protocol and patient requested visits Makes reminder calls and sends appointment letters to veterans. Creates CD/DVD for image release, inputs disclosure information Entering no-show information; monitoring appointment requests from multiple electronic sources. Gathers and obtains medical information from patients; request; reviewing electronic health record, obtaining medical records, faxing, Participating in huddles with other MSAs, Lead and Supervisor to determine the daily needs of the facility, Monitoring outpatient appointments in area of responsibility; and verifying and updating demographics when contacted by patients. Monitors the needs of inpatient and outpatients in the assigned area alerting high level staff with concerns Responsible for answering telephone calls, secure messaging, and chat messages, emails Greeting patients, relaying messages to appropriate staff inside or outside of the facility. The incumbent complies with all mandatory training requirements. He/she is responsible for verifying and updating demographics and insurance information processing The MSA also elicits information from the veteran necessary to complete Insurance capture The MSA may at times advise the veteran on his/her eligibility for care and provide a meaningful explanation to an ineligible veteran based on Department of Veterans Affairs (VA) regulations and applicable law and refers the veteran to an appropriate source for further information when appropriate. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. The incumbent is responsible for maintaining the confidentiality of information obtained to carry out required duties. He/she is constantly aware of the sensitive nature of the information being communicated or discussed. Verifying and updating demographics and insurance information Routinely communicates with Radiologist, physicians, and other allied health professional staff using sound interpersonal skills Performs duties as assigned to ensure efficient and effective operations. Work Schedule: Monday - Friday 8:00 a.m - 4:30 or Tuesday -Saturday 7:30 a.m. -4:00 p.m. Telework: No Virtual: This is not a virtual position. Functional Statement #: 573-FS-136-051

Requirements

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. English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. 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. Certification. None required. Physical Requirements. See VA Directive and Handbook 5019. 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 for employment listed above the following education or experience criteria and Knowledge, Skills, and Abilities must be met when determining the grade of candidates: GS-5 MSA (Full Performance Level)Experience: One year of experience equivalent to the GS-04 grade level OR Education: Four years of education above high school. Candidates must demonstrate all of the KSAs below:1. Ability to operate computerized programs and systems in order to enter, modify and retrieve medical and patient identifying information (PII) into or from electronic health records, scheduling systems and/or reports.2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.3. Ability to schedule medical appointments in a clinical setting.4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.5. Ability to communicate effectively and professionally in person, electronically, and/or by phone, with internal and external customers.6.Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary to ensure a satisfactory resolution. Notes regarding experience applicable to all grades: To be creditable, 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. 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. References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. The Full performance level of this vacancy is GS-05.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Malcom Randall Department of Veterans Affairs Medical Center 1601 Southwest Archer Road Gainesville, FL 32608 US
• Name: Yolanda Hawkins
• Phone: (352) 284-8261
• Email: [email protected]