The Medical Support Assistant will function as the ward clerk and provides clerical and administrative support for inpatients on wards at various locations within the Fayetteville VAMC. Monitors status and progress of work, makes day-to-day adjustments in accordance with established priorities, obtaining assistance from supervisors on problems that may arise.

Duties

This position provides medical administrative support to inpatient ward area and is an integral member of the nursing and medical team to effectively carry out day-to-day administrative operations of the Inpatient Unit. The Medical Support Assistant is responsible for accurate appointment management for all patients discharged from the inpatient unit and the coordination of all administrative information between the professional staff and the patient. Duties of this position include but are not limited to: Enters, manipulates, and retrieves information and data from Vista and other clinical information systems as appropriate to area assigned. Completes mini registration and chart compilation. Completes request forms, manually or using automated systems, for individual patient orders for blood work, x-rays, respiratory therapy or vented care consults and other requests as required. Schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled to avoid conflicts in different clinics schedules. Obtains and reviews medical records of patients prior to scheduled appointments. Records a variety of physicians' orders on a timely basis to charts, identify various chemical compounds, symbols and abbreviations comprising medication orders. Assures proper completion and filing of original documentation and forms in records prior to forwarding to medical records. Collects, scans, and updates health insurance information serving a major role in the revenue process. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. 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 processes. Ensure that all patients are removed from the Patient Pending Placement list on the Bed Management System (BMS) board and admitted to the correct unit whiteboard upon admission to the unit. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday - Friday, 3:30pm-12:00am 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

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. English Language Proficiency: MSAs must be proficient in spoken and written English. Experience: Applicants must possess six (6) months experience of clerical, office, or other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the position; OR, Education: Have you successfully completed one (1) year above high school. This education must have been obtained in an accredited 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. (TRANSCRIPTS REQUIRED); OR, Combination: Have you successfully completed an equivalent combination of experience and education that is qualifying for entry level. (TRANSCRIPTS 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. 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). Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (August 1, 2019) are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: In addition to the Basic Requirementslisted above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant, GS-3 Experience or Education: None above basic Requirements. AND Ability to demonstrate the Knowledge Kills and Abilities outlined below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 Experience: One (1) 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 (2) years of education above High School. (TRANSCRIPTS REQUIRED) AND Demonstrate Knowledge, Skills, and Abilities: In addition to meeting the Experience and/or education for this level, candidates must also meet the following KSAs: 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. 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. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant, GS-5 Experience: One (1) year of experience equivalent to the GS-4 grade level. Experience at this level includes scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook 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. OR, Education: Four (4) years of education above high school. (TRANSCRIPTS REQUIRED) AND Demonstrate Knowledge, Skills, and Abilities: In addition to meeting the Experience and/or education for this level, candidates must also meet the following KSAs: 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. Preferred Experience: Two (2) years of Hospital Clerical Experience References: VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: James Mcintosh
• Phone: 7869011814
• Email: [email protected]