This position is located in the Dental Service, VA North Texas Health Care System (VANTHCS), Dallas, TX, to include, Bonham and Fort Worth, Texas. The Primary Purpose of the Position to initiate and follow through on all clerical and related procedures essential to the provision of patient care for the unit/clinic.

Duties

Duties include but are not limited to: MSA receives patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary. Refers urgent messages and patient results for immediate action. Obtains identifying information and determines the nature of the visit/call. Insures eligibility for care and contacts appropriate staff member for verification, when necessary. Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information, facilitating and assisting with patient travel activities; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are administratively completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; accurately interpreting eligibility requirements in order to make eligibility determinations to ensure that Veterans and beneficiaries meet legal/contractual requirements for dental/medical care; communicating pertinent information to patients, co-workers, and clinical staff members; providing clerical support to include, but not limited to, preparing/mailing letters, placing phone calls, maintaining/updating rosters and phone lists, and running various reports. The lower graded levels will perform these duties in a developmental capacity. Work Schedule: Monday-Friday, 7:30am-4:00pm 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: 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. Grade Determinations: GS-3 MSA (Entry Level)Experience or Education. None beyond the basic requirements. In addition to the basic requirements you must be able to demonstrate all of the Knowledge, Skills, and Abilities (KSAs) listed below. Demonstrated Knowledge, Skills, and Abilities 1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 MSA (Developmental Level) 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. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: 1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 MSA (Full Performance Level) 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. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: 1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. 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: -One-year experience equivalent to the next lower grade level or 4 years of education above high school. -Ability to schedule appointments, to include interpreting physician/doctor's orders, rescheduling and cancelling appointments in a clinical setting. -Ability to operate computerized programs, multiple computer screens and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports and operate multi-phone line system. -Knowledge of basic medical terminology -Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. -Ability to communicate effectively and professionally with employees at varying grade levels and identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure satisfactory resolution. 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: 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: 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]