The incumbent serves as a Medical Support Assistant (MSA) in the Radiology Service. The MSA works collaboratively in an interdisciplinary coordinated care delivery model within the Radiology Service line. The incumbent will interface with numerous computer applications. The incumbent performs these responsibilities with self-direction in the processing, care, and treatment of Veterans while functioning as a team member in the patient care delivery setting.

Duties

Functions or Scope of Assigned Duties: The MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic process. A caring compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Incumbent assists the Radiologists and Technologists responsible for the section by providing clerical and administrative support work such as: Schedule patients for radiology tests and instructs patients on standard preparation procedures required prior to testing (i.e., liquid intake, medications, dietary instructions, lab tests. Etc.) Schedules appointments in the scheduling package and Radiology package, avoiding conflicts with other scheduled appointments within the service. Ensures that all patient appointments are entered into the VISTA appointment package with complete order. Receives telephone calls from internal and external customers in a timely manner. Serves as a contact for physicians, veterans, family members, and other staff members who are trying to -obtain radiology images, reports, and other related information regarding radiological procedures, images, and reports. Resolves simple to moderate complaints of patients and refers more complex issues to the lead or supervisor. Supervisory Controls The employee works under the general supervision of the service. The supervisor sets priorities and attainment of specific milestones within a project as well as deadlines for work completion. Employee is expected to carry out assignments, independently, in accordance with unit/clinic standards, procedures and accepted practices for accomplishing work in each phase of assigned programs, receives guidance concerning new procedures and assignments in accordance with governing regulations and refers unusual problems to the supervisor. Completed work Is periodically checked for timeliness, adequacy of problem resolutions, service provided and compliance with unit/clinic procedures and policies. Age, Development, and Cultural Needs of Patients The primary age of patients treated and cared for are normally middle age, i.e., 40-65 years of age or older, although occasionally there may be younger patients between the ages of 18-60 years of age that require care. The position requires the incumbent to possess or develop an understanding of the particular needs of these types of patients. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved. Takes into consideration age-related differences of the various Veteran populations served: Young adulthood (20-40). Persons in general have normal physical functions and lifestyles. Person establishes relationships with significant others and is competent to relate to others. Middle age ( 40-65). Persons may have physical problems and may have changes in lifestyles because children have left home or change in occupation goals. Older adulthood (65-75). Persons may be adapting to retirement and changing physical abilities. Chronic illness may also develop. Middle old (75-85). Persons may be adapting to decline in speed of movement, reaction time, and sensory abilities. Also, persons may have increasing dependence on others. Old (85 and over). Increasing physical problems may develop. Computer Security Requirement Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statutes and policy, and VHA policy. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc. Uses word processing software to execute several office automation functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text, formatting letters, reports, and memoranda; and transmitting and receiving e-mail. Uses the Veterans Health Information and Technology Architecture (VistA) to access information in the Medical Center Computer System.

Requirements

Qualifications

Basic Requirements: The following are the basic requirements and amounts of experience and/or education required to qualify for this position. Creditable experience is defined as, experience that demonstrates the knowledge, skills, and abilities (KSA's) associated with current Medical Support Assistant responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a Medical Support Assistant. English Language Proficiency Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the knowledge and skills needed to perform the duties of the position, OR Education - One year above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university OR Combination - Equivalent combinations of experience and education are qualifying for this position. (TRANSCRIPTS REQUIRED) AND Specialized Experience GS-5: One (1) year of experience that is directly related to the duties of an MSA and that equips you with the knowledge, skills, and abilities to successfully perform the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: scheduling, canceling, 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 in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other VA facilities or private hospitals; and performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).In addition, applicants must demonstrate the following Knowledge, Skills and Abilities (KSA's): Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Advanced knowledge of the technical health care process as it relates to access to care. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Types at 40+ words per minute (WPM) Proficiency with office automation equipment (i.e., printers, fax, scanners, etc.) Proficiency with various computer programs, including Microsoft Office Suite, VistA, CPRS, VSE GUI, etc. References: VA Handbook 5005/53, Part II, Appendix G, page II-G45-6 and 11-G45-7. Physical Requirements: 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, repetitive keyboarding, or 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.

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 Edward Hines Junior Hospital 5000 South 5th Avenue Hines, IL 60141 US
• Name: Michael Simmons
• Phone: 515-217-2774
• Email: [email protected]