The MSA works collaboratively in the Community Care Coordination care delivery model, specifically in support of the MISSION Act and Community Care Network programs.

Duties

The Medical Support Assistant (MSA) performs a wide variety of administrative and clerical duties as a member of the health care team. The MSA utilizes multiple computer applications, as well as the integrated electronic medical record system. The MSA will obtain or will have knowledge of medical terminology and administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required on a daily basis to carry out the functions of this position. Assignments at the full performance level (GS 05) include but are not limited to Monitoring of scheduling, canceling, re?scheduling patient's appointments and/or consults; Gathering information such as no-show appointments and changes to scheduled appoints in order for the CC AMSAs to make scheduling changes as required; Monitoring outpatient appointments for areas of responsibility; Collecting and providing pertinent medical documentation for upload to CPRS and/or HealthSmart Referral System (HSRM); Verifying demographics and insurance information; Performing basic eligibility, co-pays and preauthorization requirements; Notification to clinic in reference to appointment cancellations and/or no? shows. Work Schedule: Monday - Friday 8:00 AM - 4:30 PM Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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: 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: GS 03 Requirements Experience or Education: None beyond the basic requirements (stated above). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS 04 Requirements 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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]. 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]. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS 05 Requirements Experience: One year of experience equivalent to the [GS-4] grade level; OR, Education: Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] 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. References: VA Handbook 5005/117; Part II; Appendix G45. 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: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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 Beckley VA Medical Center 200 Veterans Avenue Beckley, WV 25801 US
• Name: Kendra Ochal
• Phone: (410) 605-7000
• Email: [email protected]