The Medical Support Assistant (MSA) serves as the first line representative, primary contact and resource person for individuals requesting information, furnishing them with desired information or directing them to the appropriate resource. The MSA acts as a liaison between doctors, nurses and house staff and is responsible for identifying and resolving problem areas between the different sections and services.

Duties

Major duties include but are not limited to: 1. Operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports 2. Have knowledge of basic medical terminology. 3. Facilitate scheduling appointments in a clinical setting. 4. Work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. 5. Communicate effectively and professionally with employees, patients , and other stakeholders. 6. Identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. The MSA set priorities to complete work in order of importance, utilizing effective time management. Interprets hospital policies and guidelines, implements new standard work, makes independent decisions in resolving minor problems, and suggests corrective actions. Maintains lines of ready communication with multidisciplinary team members by being logged into Teams and Outlook and into Vocera for all the wards they are covering. Enters patient movement (admits, discharges, and transfers) into the CPRS/DHCP. Patients must be entered into the computerized record system by correct service, provider, and room number. Manages all incoming and outgoing patients by keeping accurate records. Electronically enters patient reference regarding directory listing following HIPPA privacy rules and Opt-Out Policy. Performs requested tasks relating to the smooth functioning of the medical unit as appropriate for the Medical Support Assistant role. Takes responsibility to stay current on all new and annual training sessions and modules. Work Schedule: Various tours Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 0000000 Relocation/Recruitment Incentives: 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: 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. Grade Determinations:GS-3: None beyond the basic requirements. Candidate must demonstrate the following KSA's: 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. GS-4: 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 two (2) years of education above high school AND possess the following KSA's: 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: One year of experience equivalent to the next lower grade level (GS-4) OR four (4) years of education above high school AND possess the following KSA's: 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: Medical Support Assistant Qualification Standard, GS-0679, 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: Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, incumbent must be able to travel to other areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). The incumbent is expected to use proper preventive ergonomic techniques to perform duties.

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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]