The incumbent serves as a Medical Support Assistant (MSA) in the Outpatient Clinic Operations section, Department of Veterans Affairs, Tennessee Valley Healthcare System. The incumbent performs duties related to the receipt, intake, and indexing of health administrative information. The incumbent will interface with personal computer (PC) applications as well as VISTA, GUI (scheduling software), CPRS, Email, and VA Online Scheduling.

Duties

The incumbent serves as a Medical Support Assistant (MSA) in the Outpatient Clinic Operations section, Department of Veterans Affairs, Tennessee Valley Healthcare System. The incumbent reports to the Supervisory Medical Support Assistant, Outpatient Clinic Operations of both Primary Care and Specialty areas of the service. The incumbent performs duties related to the receipt, intake, and indexing of health administrative information. The incumbent will interface with personal computer (PC) applications as well as VISTA, GUI (scheduling software), Computerized Patient Record System, Microsoft Outlook, and VA Online Scheduling. The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Employee plans and organizes work general assistance from the supervisor as to meet local and VA - wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Employee is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies, and instructions. Perform other duties as assigned. Assignments at this level include, but are not limited to: Scheduling, cancelling, re-scheduling patient's appointments and/or consults Entering no-show information Monitoring the electronic wait list Preparing for clinic visits Monitoring both inpatient and outpatient appointments for areas of responsibility Ensuring encounter forms are completed to obtain appropriate workload credit Verifying and updating demographics and insurance information Assisting with emergency and non-emergency transfers to or from other VA facilities or private hospitals Performing basic eligibility, co-pays and preauthorization requirements for specific coverage, printing the Encounter Action Required Report (EARR) for the area assigned daily. Adhere to the daily work procedures. Adhere to the phone call etiquette with all veterans and TVHS Staff. In addition to duties listed above the Urgent Care Center and Emergency Room MSA's also provide assistance with checking in Veterans for care, registering patients, and scheduling urgent follow up appointments when required. Work Schedule: The MSA incumbent may be responsible for coverage on irregular tours/weekends and holidays throughout the year, as needed or as tour of duty determines. Compressed/Flexible:Not approved outside of assigned shift. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: 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 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. 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 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). GS-5 Grade Requirements: In addition to the basic qualifications listed above, to qualify for the GS-5 level Medical Support Assistant candidates must have successfully completed one year of experience equivalent to the next lower grade level (GS-4 grade) which is 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 Medical Support Assistant (MSA) position. Note: Qualifying experience must be at a level comparable to Medical Support Assistant experience or an equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting --OR-- 4 years of education above high school. --AND-- 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, Part II, Appendix G45. Medical Support Assistant Qualification Standard The full performance level of this vacancy is GS-5. Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.

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 Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Charity Street
• Phone: 615-695-2157
• Email: [email protected]