This position is located within the Community Living Care-Extended Care and Rehabilitation. The Medical Support Assistants (MSAs) assigned to these sites are responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care.

Duties

Major duties include (but not limited to): GS-3 (Entry Level) Customer Service Greet and check in patients, assist patients with mobile check-in if needed Gather medical information if needed Perform receptionist duties Monitor copying and faxing Answer and route incoming phone calls Validate and update demographics Verify insurance information in ICB Scheduling Expectations Follow the current VA Scheduling Directive and Minimum Scheduling efforts Maintain administrative records Prepare for clinic including printing appointment and clinic lists Ensure encounter are completed Ensure return to clinics orders are completed daily Ensure recalls are completed daily Consult report clean up daily Other duties as assigned. GS-4 (Intermediate Level) Customer Service Greet and check in patients, assist patients with mobile check-in if needed Gather medical information if needed Refer patients to appropriate member of health care team as needed Report backlogs, difficulties in meeting deadlines, uncooperative physicians Document complaints Perform receptionist duties Monitor copying and faxing Answer and route incoming phone calls Validate and update demographics Verify insurance information in ICB Scheduling Expectations Follow the current VA Scheduling Directive and Minimum Scheduling efforts Administrative Duties Prepare for clinic including printing appointment and clinic lists Ensure encounter are completed Ensure return to clinics orders are completed daily Ensure recalls are completed daily Consult report clean up daily Routinely review of active/pending consults daily Complete reports Record meeting minutes, scribe with co-signer Other duties as assigned. GS-5 (Full Performance Level) Responsible for: Scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; Scheduling, canceling, rescheduling patient's appointments and/or consults; Entering no-show information Monitoring the electronic wait list; Preparing for clinic visits; Possess working knowledge of clinic processes including application of policies and procedures associated with operation activities, monitoring both inpatient and outpatient appointments for areas of responsibility; Verifying and updating demographics and insurance information (verify third party insurance and update information in the Insurance Capture Buffer (ICB) system); Identifying an correct patient data errors related to workload capture; Interact with both internal and external customers; Demonstrates skill in operating computer systems and applications such as VistA, CPRS (including VistA Imaging), and Microsoft Applications to accurately enter or extract information. Performing the full range of MSA duties as assigned, and will perform work related to the position, as assigned. Provides guidance to less experienced MSA staff as necessary Other duties as assigned. Work Schedule: Monday-Friday, Hours of operation based upon organizational need. Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000/Medical Support Assistant Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 09/06/2023. Medical Support Assistant 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: 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. 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. Grade Determinations: Knowledge of MSA Practices: To be creditable, the 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. 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 for 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. GS-4 Grade 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. AND Demonstrated Knowledge, Skills, and Abilities (KSAs). 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-5 Grade Experience: One year of experience equivalent to the GS-4 grade level; OR, Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities (KSAs): 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 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 The full performance level of this vacancy is GS-5 Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system. You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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 VA Nebraska-Western Iowa HCS - Omaha 4101 Woolworth Avenue Omaha, NE 68105 US
• Name: Michelle Smull
• Phone: 785-350-1951
• Email: [email protected]