The Medical Support Assistant provides support to the Inpatient Ward, Emergency Room, Baggage Claims, Environmental Care and Call Center. The Call Center is located at the Nonconnah Boulevard VA Clinic in Memphis, TN. These positions are part of an integral team used to carry out the day-to-day administrative operations of the assigned locations.

Duties

The Medical Support Assistant performs duties related to the receipt, intake, and indexing of health and administrative information. In addition to face-to-face interactions with the Veteran(s) and/or Veteran's family, the incumbent will interface with personal computer (PC) applications as well as numerous Vista applications. The MSA works as a member of a collaborative team with other health care members. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospital, diagnostic and treating facilities, and community-based programs. The incumbent serves as a Medical Support Assistant in the Business Office Service for the Memphis VA Medical Center. The MSA is responsible for scheduling discharge orders, admission and discharging of patients and answering the operation phone system for the VA. Assignments at this level include but are not limited to: interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, scheduling, cancelling, re-scheduling patients appointments and/or consults, entering no-show information, preparing for clinic visits, monitoring both inpatient and outpatient appointments for areas of responsibilities, daily review of encounters forms are completed by the appropriate clinic staff in order to obtain appropriate workload credit, verifying and updating demographics and insurance information, performing basic eligibility, co-pays and preauthorization requirements for specific coverage. They also encourage and support enrollment/authentication of Veterans in My HealtheVet Program. Assignments at the full performance level MSA includes but are not limited to interacting with both internal and external customers. Incumbent assists with clinic access contingency plans by adjusting appointments times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and or coverage occurs. Collects, scans, and updates health insurance information and updating information in the Insurance Capture Buffer (ICB) system.Incumbent is able to communication the VA's mandate to collect insurance information from Veterans, and their families, and other eligible patients. This position obtains medical information from patients, coordinates information and actions related to patient care and service at each interface. This MSA also refers all questions requiring immediate medical attention o appropriate health care team members. Incumbent logs and keeps track of any information left, lost, or found in the hospital. The Full Performance Level MSA fully participates in daily team huddles and/or meetings where patient care planning and management occur. Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers {patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Job duties include, but not limited to: Scheduling discharge orders, admission and discharging patients Answering the operation phone system for the VA Scheduling, cancelling and rescheduling patients appointments and/or consults, entering no-show information Preparing for clinic visits Monitoring both inpatient and outpatient appointments for areas of responsibilities Verifying and updating demographics and insurance information, performing basic eligibility, co-pays and preauthorization requirements for specific coverage Verifying Veteran's identification using two forms of identification; name, full social security number and/or birthdate Obtains medical information from patients, coordinates information and actions related to patient care and service. Refers all questions requiring immediate medical attention to appropriate health care team members. Work Schedule: Monday-Sunday- Full-Time- 40 Hours a week. Shifts include: 7:30 AM-4:00 PM, 8:00 AM-4:30 PM, 3:30 PM-11:00 PM, 4:00 PM-12 PM OR 12:00 PM-8:00 AM Telework: Not Available Virtual: This is not a virtual position Functional Statement #: PD 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. Experience and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. 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).Grandfathering Provision. All MSAs employed in 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: Medical Support Assistant, GS-3:Experience or Education. None beyond the basic requirements; AND In addition to the basic requirements, Candidates must demonstrate all of the KSAs 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 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; AND In addition to the basic requirements for a GS-4, Candidates must demonstrate all of the KSAs below: 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 (Full Performance Level): To qualify candidates must meet either: Experience: One year of experience equivalent to the GS-4 grade level which includes, but not limited to 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. [MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. OR, Education. Four years of education above high school; AND Candidates must demonstrate all of the KSAs below: 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. References: August 1, 2019 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: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.

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 Memphis VA Medical Center 1030 Jefferson Avenue Memphis, TN 38104 US
• Name: Charity Street
• Phone: 615-695-2157
• Email: [email protected]