This position provides medical support for Inpatient Primary Care settings of ICU/Telemetry and Medical Surgical floors. The knowledge and complexity of this position includes the ability to multitask while carrying out a variety of complicated patient-centered administrative clerical functions.

Duties

Duties include, but are not limited to: Works collaboratively in an interdisciplinary coordinated care team, promoting patient centered care, performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients. Supports patient safety standards through correct identification of all patients through use of two forms of identification. The incumbent facilitates and supports data integrity initiatives at the frontline. Assists patients, family members and multidisciplinary staff while maintaining unit flow. Providing direct customer and patient services that are prompt, friendly, and cooperative. Answers/receives and routes phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established unit processes. A caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone. Assists in outside provider record retrieval, managing faxes, provider orders and mail in a timely and proficient manner. Processes Provider orders within 1 hour of time received, with rare need for correction, STAT, NOW, or ASAP orders will be hand delivered to the charge nurse or the nurse on the neighborhood where the patient resides if the charge nurse is unavailable. Independently manages 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. Routinely seeks to improve processes that effect outcomes and benefit the service. Inputs correct providers and treating specialty. Enters inter-ward transfers, admits, and discharges to the unit. Keeping admission and discharge log updated. Maintains an accurate schedule for Interdisciplinary team meetings (IDT's), notifying team members per e mail of schedule including notification of any changes. Ensures an accurate appointment sheet is maintained and posted daily. Prepares for admissions & discharges, completing admission packet prior to patient arrival and ensuring discharge packets are completed and ready prior to discharge. Enters work orders with appropriate follow-up notifying Nurse Manager or designee regarding any delays. Maintains and orders clerical supplies ensuring adequate supplies available being mindful of not being wasteful or overstocking of supplies. Maintains a clean and safe work area. Coordinates administrative services for Veterans, family members, caregivers, and public, with administrative, and clinical staff to ensure continuity of inpatient and outpatient care. Return to clinic (RTC) appointments are followed-up with and scheduled appropriately. If travel is required ensures this is set-up to and from the appointment. Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care and willingly assists co-workers. Work Schedule: 7:30am to 4:00pm with holidays and weekends 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 This occupational series is eligible for the Student Loan Repayment Program (SLRP), and participation is available for highly qualified candidates. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program.

Requirements

Qualifications

BASIC REQUIREMENTS: a. Citizenship. Citizen of the United States. (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.). b. 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. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard 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: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 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. 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. GRADE DETERMINATIONS: Grade Determination GS-5 MSA (Full Performance Level) (a) Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience includes but are not necessarily 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. OR (b) Education: Four years of education above high school. AND (c) Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to 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: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard.

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 VA Central Iowa Health Care System 3600 30th St Des Moines, IA 50310 US
• Name: Kelsey Petty
• Phone: 515-721-4423
• Email: [email protected]