The Medical Support Assistant (MSA) within the West Texas VA HCS (WTVAHCS) is administratively within the Behavioral Health Service (BHS) Line. The Behavioral Health Service provides a wide array of professional and administrative services under four distinct sections including (a) Administrative, (b) Integrated Care, (c) General Care, and (d) Specialty.

Duties

The MSA primarily provides administrative aid to assigned BHS programs, teams, and/or providers by scheduling same-day appointments, processing Return to Clinic orders, assisting with needs specific to telehealth visits, and sending patient letters. The MSA also provides secure messaging support to the My HealtheVet application by receiving, understanding, replying, and forwarding messages as appropriate. Provides broad outpatient behavioral health service program support to assigned programs, teams, and providers in a customer service check-out window setting. Utilizes computerized scheduling software to make, cancel, or amend patient appointments, following national and service-specific scheduling guidelines. Processes Return to Clinic Orders, Clinic Cancellations, and other provider-initiated scheduling activities. Ensures appropriate blocking of provider clinics to minimize scheduling errors (e.g., double booking patients). Ensures grid fidelity (e.g., only scheduling patients in available clinical slots unless otherwise authorized). Attends and participates in weekly huddles and other service meetings. Verifies and updates demographics and insurance information, as necessary. Performs basic eligibility, co-pays, and preauthorization requirements for specific coverage (e.g., TRICARE, sharing agreements). When records are received, the incumbent will ensure that all necessary health/administrative information is integrated into the Computerized Patient Record System (CPRS) by sending the documents to be scanned. Receives calls placed and makes, cancels, or amends appointment requests according to national standards; monitors call times, hold times, and abandonment rates. Greets patients, verifies scheduled appointments and reminds patients of other appointments or needed lab work. Receives patients arriving for remote appointments utilizing Clinical Video Telehealth; sets up sessions, monitors use, and schedules return visits. Work Schedule: Monday-Friday, 8:00 am - 4:30 pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 00000 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. 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). 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: 6-12 months' work experience scheduling medical appointments. 6-12 months working in a medical setting 12 months Clerical work experience using Microsoft Computer applications, multi-line phone system, scanning and faxing documents 12 months Customer Service experience 6-12 months experience utilizing medical terminology 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 George H O'Brien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]