The purpose of the work is to initiate and follow through on all clerical and related procedures essential to the provision of patient care for the VANTHCS Community Living Center. These include but are definitely not limited to providing initial contact with all health care providers and patients on the facility, the recording and reporting of patient information, relaying of calls and information requiring immediate attention of the staff, monitoring and scheduling appointments.

Duties

Receive patients and visitors in person or telephonically. Record and relay messages and/or redirect calls as necessary. Refer urgent messages and patient results for immediate action. Obtain identifying information and determine the nature of the visit/call. Ensure eligibility for care and contacts appropriate staff member for verification, when necessary. Schedule admissions and provide information regarding service, clinic and hospital policies, procedures and locations to patients, family members, staff, etc., or refer to other resources for difficult questions or concerns. Maintain and monitor patient admission/discharge schedules for the CLC and communicates delays in scheduled appointments to the appropriate staff and patients. Attempt to resolve complaints of a local administrative nature and refer other complaints to appropriate authorities. Coordinate and/or schedule patient appointments with Geriatric Prime Clinic. Initiate health records for new admissions and ensure that forms are completed and have appropriate signatures and dates. Retrieve material from files in accordance with HIPPA regulations. Consult with Freedom of Information (FOIA) Unit for specific requests. Maintain patient's records both electronic and paper according to regulation, ensuring that each entry contains proper patient and health care provider identification. On patient discharge, transfer, or completion of inpatient stay, verify that patient record is administratively complete. Assure that adequate controls are taken to prevent the loss of records or unauthorized access. Perform quality assurance monitoring of patient record. Set up and maintain administrative files. Serve as liaison to the purchasing/procurement office to secure equipment services or products. Maintain Fund Control Points and assure all pertinent data and day to day records are kept for proper maintenance of FCPs as assigned. Type routine correspondence, progress reports, medical statements, memorandum, meeting minutes, and statistical reports using various automation systems and programs to accomplish work, such as text editing, file creation, maintenance and retrieval, and use of message, calendar, suspense systems, and spreadsheets. Prepare various other types of printed material for use in and support of GEC - orientation materials, handbooks, patient education forms, duty rosters, public relations materials, reports, announcements, invitations - utilizing database, spreadsheet, graphics, and a variety of other software products. These products may be created from handwritten notes or computer drafts, but the incumbent may be asked to compose or create drafts, making decisions about forms of presentation, layout, format, etc. to achieve maximum effectiveness of the final product with supervisor's approval. Act as an alternate Automated Date Processing Application Coordinator (ADPAC) for GEC staff. Serve as alternate timekeeper. Performs other duties as assigned. Work Schedule: Monday-Friday, 8:00am-4:30pm 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

Requirements

Qualifications

Basic Requirements: Citizenship: Citizen of the United States. (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 or other 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 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. English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3j. 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 you must be able to demonstrate all of the Knowledge, Skills, and Abilities (KSAs) listed below. Medical Support Assistant, GS-3 Experience or Education. None beyond the basic requirements. 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 above high school. (Transcript required) 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. (Transcript required) 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: Ability to work independently in the accomplishment of a wide variety of duties. Knowledge of VHA directives regarding scheduling and the ability to schedule patients correctly. Ability to receive, resolve, and appropriately respond to patient inquiries. Skill in utilizing computer programs to input data, run reports, and receive information. Knowledge of basic medical terminology, anatomy, and physiology, medical record components. Ability to communicate effectively, both orally and in writing, and maintain harmonious relations. Demonstrated ability to be self-directed in the clinical setting as reflected by effective communication, organizational, interpersonal, and decision-making skills. Knowledge of computers to include the ability to work with and access information in CPRS and VISTA, type meeting minutes, and routine correspondence. 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 in the range of GS-03 to GS-05. Physical Requirements: Work is typically performed in properly heated, ventilated, and a well-lighted office setting. It is mostly sedentary with some lifting of office equipment and paper products. Talking on the telephone using a telephone headset; Ability for rapid mental and muscular coordination simultaneously; Hearing (aid permitted).

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.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]