The Medical Support Assistants assigned to Nursing Services are responsible for performing a variety of administrative and clerical duties and is the liaison between the nursing staff in their assigned area and customers both internal and external to the medical center.

Duties

Duties included but are not limited to: Serves as the receptionist for the nursing station with the ability to determine the nature of calls and answering questions of visitors to the ward; respond appropriately and assure that all messages are communicated in a timely manner; handles all patient information in accordance with provisions of the Privacy Act; updates patient demographic, next of kin, emergency contacts utilizing pre-registration in VistA; accurately and timely processes patient information, admits, discharges, appointments and transfers in VistA ADT menus and CPRS according to established training; processes all discharges, transfers to other VA facilities or to private hospitals; verifies and completes text orders, notifying nursing staff of STAT and emergency orders; accurately maintains and reviews patient's electronic medical record according to set procedures; coordinates the release of information; arranges and coordinates in-patient appointments for timeliness and to avoid conflicts in patient treatment; able to retrieve existing documents in Vista Imaging; enters patient information in BMS and ensures that the BMS board is accurate; assists with the orientation/on the job training of new staff; maintains office supplies, printer and/or copy machine; communicates with housekeeping and nursing staff of beds and other areas of the ward/unit that need attention; completes work orders and contacts appropriate staff when requested for emergency repairs or special requests; inputs and extracts data of a highly technical nature; is able to effectively perform MSA duties in the event of computer downtime according to contingency procedure protocol; acts as a member of the emergency team in cases of codes, disasters, fire or other emergencies by handling phone calls, directing traffic, and functioning in whatever capacity is needed during the emergency. Scans release of information and legal documents as necessary. The incumbent schedules, cancels and reschedules patients' discharge appointments. Incumbent uses established business rules to schedule appointments for Veterans; Schedule through scheduler coordination to ensure appointments for Veterans. Uses the Veterans Health Information and Technology Architecture (VistA) as well as the Computerized Patient Record System (CPRS) to access information in the facility's computer system. Work Schedule: Monday - Friday 8:00 am to 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required This is a Bargaining Unit Position.

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. 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. 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. 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. 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. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member 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. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. (TRANSCRIPTS REQUIRED) 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: 1 year clinical experience Excellent interpersonal skills, and the ability to work well with all levels of hospital staff. Microsoft Word, Microsoft Outlook, Microsoft Teams, and basic computer skills Detail oriented, organizational skills, and the ability to critically think. Highly motivated, exceptional customer service skills, self motivated, and the ability to work independently. Ability to answer phones, direct calls to the appropriate person, and manage files. References: VA Handbook 5005/117 Part II Appendix G45. Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019. The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-03-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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 Thomas E Creek VA Medical Center 6010 Amarillo Boulevard, West Amarillo, TX 79106 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]