The Medical Support Assistant (MSA) is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VIM national scheduling guidelines. Duties include: scheduling, canceling, re-scheduling patient's appointments and/or consults: entering no-show information, monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility.

Duties

This is an open-continuous announcement closing Thursday, January 2, 2024. IMPORTANT NOTICE: This announcement will remain open until filled and may be used to fill multiple vacancies. Qualified applicants will be considered and referred once monthly or as vacancies become available. This announcement may close without advanced notice. This incumbent serves in an administrative support capacity in Ward Administration Section and is responsible for processing of hospital admissions, registration of patients: entering workload data and validation. Verifies patients address, telephone and responsible caregiver upon admission to unit. Assures accuracy and completeness. Continually monitors patient flow, identifies existing and potential problems areas or delays in processing a Veteran's medical care request. Initiates action with the clinical staff to expedite the case and ensures the smooth flow of patient care from reception though disposition. Make necessary arrangements for emergency transfers to and from VA and private hospitals and prepares necessary paperwork in a prompt manner for cost containment. Receive patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary. Refers urgent messages and patient results for immediate action. Obtains identifying information and determines the nature of the visit/call. Ensures eligibility for care and contacts appropriate staff member for verification, when necessary. Schedules appointments and provides information regarding unit, clinic and hospital policies, procedures and locations to patients, family members, staff, etc., or refers to other resources for difficult questions or concerns. Maintains and monitors patient appointment schedules for the unit/clinic, and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. Coordinates and/or schedules patient appointments with other clinics or specialties. Receives telephone messages pertaining to laboratory reports, x-rays, and test results, recognizes and refers urgent ones to the professional staff for immediate action. Receives and handles concerns ensuring that quality service is rendered in a timely, competent and caring manner. Serves as coordinator for questions including interpretation of policy relating to the provision of medical services. Responds to complex questions involving a range of issues. Provides advice regarding regulations. Identifies and recommends ways of eliminating, combining, simplifying, or improving procedures and processes. The incumbent works on special projects and prepares special and recurring reports as directed. Ensures the database integrity by monitoring, for accuracy and completeness, all systems of data entry and collection: this includes current software as well as future updates and revisions, Incumbent guides' veterans in completing means tests and ensures completion and accuracy upon entering information in VISTA. Ensures that all patient admissions are accomplished according to Medical Center Polices to Maintains statistics, as they relate to bed census. Prepares daily Bed Census Reports and Seriously ill list. Ensures that advance directives are present and completed and activates action as required. Makes necessary arrangements for transfer of patients to other hospitals or nursing homes, verifies and assures that records of patients' treatments, including hospitalization summaries and operative report and blood transfusions forms are complete, accurate, and properly completed before forwarding to Health Information Management Service (HIMS) for PFT coding. Keeps track of all medical records. Records must be scanned into CPRS within 48 hours of discharge. Reports to Administrative Manager those records which will not be scanned into CPRS within expected time frame with justification. Assures that all forms not in record during hospitalization are collected and properly indexed in CPRS. Maintains contact with medical and clerical staff in clinics and inpatient wards to resolve delays and misunderstandings in the administrative aspect of providing medical care. Responds to questions from patients concerning services. Performs clerical work in support of the care and treatment given to patients such as receiving patients and maintaining patient tiles. Responsible for collecting documents pertaining to deaths occurring on units within the medical center. Performs other related duties as assigned. Work Schedule: Full-Time, Monday through Friday; Various tours as agreed upon with the possibility of extended hours and weekends. Telework: Not Available Virtual: This is not a virtual position. Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: 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.). 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. Experience: Six (6) 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 (1) 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. (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 REQUIREMENTS. Creditable Experience: Must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant, GS-3 (a) Experience or Education. None beyond the basic requirements. (b) Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the 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. Medical Support Assistant, GS-4 (a) 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, (b) Education. Two years of education above high school. (c) Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are 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 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; obtaining medical information from patients; and coordinating information and actions related to patient care and services. (d) Demonstrated Knowledge, Skills, and Abilities. 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. Medical Support Assistant, GS-5 (a) Experience. One year of experience equivalent to the GS-4 grade level; Experience includes: 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; Advanced knowledge of 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. OR, (b) Education. Four years of education above high school. (c) Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; 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. (d) Demonstrated Knowledge, Skills, and Abilities. 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. References: 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: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 Oklahoma City VA Health Care System 921 Northeast 13th Street Oklahoma City, OK 73104 US
• Name: Clifford Ingram
• Phone: 541-830-7556
• Email: [email protected]