Dayton VA Medical Center, Patient Business Service is recruiting for a well-qualified Medical Support Assistant. The Medical Support Assistant is assigned to the Emergency Department (ED) and is responsible for administrative and clerical duties in support of patient care.

Duties

Duties include, but may not be limited to: providing outstanding customer service on a routine basis by actively listening with respect and concern paying attention to details of needs and arrives at satisfactory solution in timely manner responding to inquiries regarding Veteran's entitlement to care utilizing knowledge of emergency department procedures and processes to enter visits in VISTA directing inquiries to appropriate person for resolution inventories and orders administrative supplies; notifies services for technology assistance serving as a point of contact for patient, medical center staff, and community agencies; uses proper phone etiquette meeting needs of the staff, family members, and Veteran, and maintaining professional relationship communicating orally and in writing with people of various backgrounds accurately coordinating all administrative information between staff and patient; providing clear, understandable, and correct information completing written requests to non-VA medical offices and facilities to secure patient treatment maintaining and updating rosters for providers performing patient admission duties developing and managing system for tracking follow-up care and communicating with team and patient uses judgement and critical thinking to render appropriate assistance providing training for medical staff on basic administrative policies and procedures regarding the department performing check-ins of the patients, notifies staff of arrivals serving as a patient advocate and facilitating service recovery process identifying process improvements and making adjustments as needed managing position responsibilities independently meeting deadlines, setting priorities, deadlines, and adjusting work to meet service needs showing competence in service systems for patient care processing sensitive information according to established procedures (HIPAA, FOIA, Privacy Act of 1974, departmental regulations and medical center policies documenting and tracking veteran's status when VA is notified of admittance to non-VA emergency room Work Schedule: 1600 to midnight, days off Monday and Thursday Telework: not available Virtual: This is not a virtual position. 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 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. 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. Provisions: 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). Preferred Experience: N/A Grade Determinations GS-5: To qualify for the GS-5 grade level, You must have 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. Experience may include, but is not limited, to the following: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; and, coordinating information and actions related to patient care and services; OR have completed four years of education above high school, OR have a combination of both experience and education. NOTE: You must include a copy of your transcripts for consideration if using education as a source of qualification. And, you must meet the knowledge, skills and abilities (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 G45The full performance level of this vacancy is GS5. Physical Requirements: The position is primarily sedentary with some walking, stooping, bending and carrying of light items.

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 Dayton VA Medical Center 4100 West Third Street Dayton, OH 45428 US
• Name: Sage Artemis
• Email: [email protected]