The Advanced Level Medical Support Assistant (MSA) position serves as a clinic clerk and is a foundational role within the clinic.

Duties

Major Duties: Patient Concerns: The incumbent serves as contact for Veterans and/or his/her representative when seeking medical, or behavioral health treatment or other assistance at the medical center or CBOCs. Determines the nature of the individual Veteran's needs. Listens to problems or complaints, provides answers, information and guidance and initiates appropriate action. Provides necessary information to the staff and the patient dealing with a wide range of problems including atypical and complex situations. Refers Veteran, family, and or representative to the Patient Advocate at VAMC Iron Mountain for concerns beyond the incumbent's control. Informs patient of procedures to be followed when in need of hardship application or pharmacy waiver. Incumbent is able to direct inquiries regarding billing to appropriate staff. Incumbent reflects a cooperative and compassionate attitude with a high level of sensitivity to human needs. Incumbent will educate the Veteran and significant others as appropriate to reduce concerns and overcome potential conflicts to provide the optimum in quality care to the patient. Demonstrates Patient Centered Care (PCC) through the use of effective communication with patients, families, visitors, and members of the interdisciplinary team, including the patient in mutual goal setting, and providing patient advocacy when appropriate. Visibly demonstrates the ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) Core Values in interactions with Veterans, staff, and other stakeholders Scheduling, rescheduling and canceling patient appointments: The incumbent is required to schedule and cancel patient appointments utilizing the VistA Appointment Scheduling Enhancement (VSE) package paying particularly close attention to special instructions or requirements of clinic profiles. Scheduling will be completed based on the Veteran's request. Incumbent will utilize the electronic medical record and electronically verify orders taken off /completed. Special consideration will be given, when possible, in making appointments for those with multiple appointments, those driving long distances or those with other special circumstances. All appropriate comments will be listed in the remark section of the appointment when scheduling and/or canceling an appointment in VSE. Incumbent will timely process clinic cancellations and assure appropriate rescheduling to include sending letters to the patients or calling when given short notice. Incumbent will complete order schedule appointments according to the Veteran's preference. They will also schedule same day access appointments as needed. Clinical: Incumbent performs administrative duties associated with patient care and treatment for all categories of beneficiaries, including service connected, non-service connected, active military personnel, active duty referrals, collaterals and employees. Incumbent keeps storage areas in order, orders supplies as needed, assures privacy of patient information is maintained, and correctly utilizes sensitive/non-sensitive recycling containers. At time of checkout the incumbent will promptly and courteously process all pertinent provider's orders and schedule according to Veteran's preference. This shall include scheduling all follow up appointments, referrals, record requests or releases from VA or private medical facilities, lab/x-ray/EKG or other special requests. Daily review of individual appointment lists for clinics is done to assure appropriate action taken (placed on recall list, follow up appointment made, etc.). Other Duties Assigned Work Schedule: Various tours are available and are to be determined by the Service during interview and confirmed upon selection. Telework: No Virtual: This is not a virtual position. Relocation/Recruitment Incentives: A group retention may be authorized after 90 days of employment. Permanent Change of Station (PCS): Not eligible 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. Education or Training: 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 One year above high school; OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements: Must pass a pre-employment physical per VA Directive and Handbook 5019. English Language Proficiency: MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Grade Requirements: In addition to the basic requirements, you must meet the following grade requirements. GS-06 Medical Support Assistant (Advanced). You must have one year of experience equivalent to the GS-05 level. Specialized experience includes, but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system; interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process. Including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care. Administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 Part II Appendix G45. Medical Support Assistant Qualification Standard GS-679. The full performance level of this vacancy is GS-6. 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 Oscar G Johnson Department of Veterans Affairs Medical Facility 325 East H Street Iron Mountain, MI 49801 US
• Name: Kevin Estrada
• Phone: 319-338-0581 X636728
• Email: [email protected]