Incumbent performs as a Medical Support Assistant (MSA) within the Captain James A. Lovell Federal Health Care Center (FHCC) in the Office of Community Care section under Managed Care of the Assistant Chief Medical Executive - Ambulatory Care, with duties and responsibilities in the Office of Community Care (OCC) of the medical treatment facility. The incumbent will be main point of contact for Customer care through answering of ACD lines.

Duties

Duties for a Medical Support Assistant (MSA), at the full performance level, GS-679-5 include, but are not limited to: Responsible for answering ACD lines in support of non-VA appointments, organizing, and supporting administrative matters that are assigned to ensure that professional time may be channeled directly to the care and treatment of patients. Schedules specialized appointments in the community, ensuring appropriate referrals and documents required are placed. Serves as a constant resource to providers, and patients for OCC, providing instructions and guidance in eligibility and referral placement. Meets the needs of customers while supporting the Medical Center and Service mission. Researches problems and/or reviews issues and requests related to the information regarding provision of medical care and VA eligibility. Performs other miscellaneous duties as required. Work Schedule: Monday - Friday; 7:30 am to 4:00 pm Relocation/Recruitment Incentives: Not authorized Position Description Title/PD#: Medical Support Assistant/PD000000 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, VA applicants must meet all requirements within 15 days of the closing date of this announcement, 10/23/2023. Basic Requirements: US Citizenship is required. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have 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 Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) Grade Determinations: GS-3 Experience or Education: None beyond the basic requirements. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. AND Demonstrated Knowledge, Skills, and Abilities: 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 computer systems to enter administrative data in patient systems. GS-4 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 of education above high school (TRANSCRIPTS REQUIRED).This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks . MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. AND Demonstrated Knowledge, Skills, and Abilities: 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. GS-5 (Full Performance Level) Experience One year of experience equivalent to the GS-4 grade level that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. At this grade level, experience consists of: interacting with internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating insurance information in automated systems; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments. OR Education: Successful completion of four years of education above high school level. This education must have been obtained in an accredited business, secretarial or 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).This is the full performance level for MSAs. At this level, the MSA is expected to independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. AND Demonstrated Knowledge, Skills and Abilities: Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electron 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.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. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

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 Captain James A Lovell Federal Health Care Center 3001 Green Bay Road North Chicago, IL 60064 US
• Name: Amy Hemstreet
• Phone: 612-814-1745
• Email: [email protected]