The incumbent serves as an Medical Support Assistant in the Eastside Community Based Outpatient Clinic (ECBOC) as part of the El Paso, Texas VA. The employee works under the Patient Care Services and Nursing Service, while at the Eastside Community Based Outpatient Clinic (ECBOC).

Duties

The incumbent's work impacts the administrative aspect of patient care. Incumbent is responsible for assuring that various aspects of training, quality and compliance are met. His/her work also impacts processes, action plans, monitoring and reporting. A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. Incumbent interacts with both internal and external customers; verifying third party insurance, updating information in the Insurance Capture Buffer (ICB), updating patient demographics, obtaining medical information from patients, scheduling appointments in accordance with VHA Scheduling Guidelines. The Medical Support Assistant (MSA) refers all questions requiring immediate medical attention to the appropriate care team member. Communication and customer service is an important part of this position. The employee will seek guidance from other more experienced MSA staff, the MSA Supervisor or designee. The position requires the MSA to work with the PACT teams to allow for improved access to care. The MSA promotes Veteran registration for utilization of the My HealtheVet (MHV) the online personal health record program for Veterans. As the frontline contact for patients and staff, the incumbent sets the tone for perception concerning quality of health care services at the VA. A high degree of tact and diplomacy is expected and required when dealing with Veterans who have multiple health problems and who may be frustrated with administrative processes associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members, in person, through electronic messaging, via mail and on the phone. Work Schedule: Monday - Friday, 8:00 am - 4:45 pm; rotating shifts as required for coverage 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: 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. Certification: None required. 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: GS-3 Experience or Education: None beyond the basic requirements. Candidates must demonstrate all of the Knowledge, Skills and Abilities (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. GS-4 Experience: One year of experience in applying general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. Utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. Perform front desk duties, receives telephone call, and visitors to the MSA unit. Make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. Consult with clinic staff when processing physician scheduling and administrative orders.; OR, Education: Two years of education above high school. 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. GS-5 Experience: One year of experience equivalent to the GS-4 grade level scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to 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; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. Refers all questions regarding medical attention to the appropriate health care team member; OR, Education: Four years of education above high school. 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: 1 year of customer service experience 1 year experience scheduling appointments 1 year experience working in a medical facility 1 year experience in electronic medical record References: VA Handbook 5005/117 Part II Appendix G45, 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: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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

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 El Paso VA Clinic 5001 North Piedras Street El Paso, TX 79930 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]