The Medical Support Assistant (MSA) is a highly specialized position and performs multiple duties at the Dalhart or Childress VA Outpatient Clinic within the Amarillo VA Health Care System.. The incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty staff and ancillary services.

Duties

The MSA works collaboratively in an interdisciplinary coordinated care delivery model in PACT or specialty care setting where the PACT model is used and may be required to serve on more than one team. The incumbent is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. He/she must determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Responsible for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures. Review active/pending consults, Electr4onic Wait List, and Recall List report for accuracy and disposition. Responsible for notifying the provider or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures. Scheduling instruction conflicts which cannot be appropriately resolved within teamlet must be elevated to the MSA's supervisor. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. Validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Collects, scans, and updates health insurance information serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third party insurance. May also be required to train other MSA levels on the Insurance Capture Buffer (ICB) process. Ensure all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning the documents into the records. Documents signed by the provider, nurse or other staff to be given to the patient will be scanned under the miscellaneous tab in the patient's records. Participates in the daily teamlet huddles and weekly team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the patient/workflow and sequencing of the work to meet team and patient needs. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required This is a Bargaining Unit Position

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: Basic knowledge of Microsoft computer applications 18 months of healthcare experience utilizing computerized patient medical record programs/ databases 18 months experience working in a customer service setting, resolving customer issues, etc. 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 Thomas E Creek VA Medical Center 6010 Amarillo Boulevard, West Amarillo, TX 79106 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]