The MSA of this position is responsible for initiating and performing a variety of clerical and administrative duties associated with patient care and treatment on various tours of duty on any patient care unit of the Central Texas Veterans Health Care System (CTVHCS). Assignments may be changed on an hour-to- hour basis, determined by workload and availability of personnel. The MSA acts as back-up MSA to other units as needed.

Duties

Medical Support Assistant is assigned to Medical Administration Service (MAS) Major duties include but not limited to: The MSA provides daily administrative inpatient operations; to include admissions, transfers, and discharges in accordance with established procedures and scheduling of outpatient appointments in accordance with the business rules in VHA Directive 1230(3), Outpatient Scheduling Processes and Procedures. The performance of these daily administrative inpatient operations applies to all inpatient units. The MSA has the knowledge, skills, and ability to perform these functions in all Inpatient Care locations, as this position requires rotation to a variety of inpatient settings to perform these duties. Inpatient units include but are not limited to: (Blind Rehab, Community Living Center (CLC), Medical Unit, Surgical Unit, Intensive Care Unit (ICU), PACU, COVID Unit, Domiciliary, Mental Health Units: Acute, Geriatric Psych, and Substance Abuse), and Patient Funds. The MSA provides comprehensive services for all patient transfers (intra-facility, interfacility, and non-VA facility) to all acute care beds at the CTVHCS. This includes determining basic eligibility for medical care, maintaining an electronic Bed Management System (BMS), determining clinical appropriateness of transfer requests, determining appropriate type and level of service required and arranging transportation when necessary. The MSA is responsible for maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload. The MSA established priority of work assignments and adjusts based on the activities of the unit and the service. The MSA provides administrative support to the Charge Nurse, Nurse Manager and all other specialty staff assigned to support the day-to-day operation of all inpatient units. Standard administrative duties to ensure smooth and efficient workflow are as follows: a. Acts as a receptionist for the unit, processing incoming and outgoing telephone calls, recording messages, lab results, etc., and taking action when required (i.e., stat or panic values). Directs telephone calls and visitors and communicates information appropriately. b. In the absence of direct clinical personnel, the MSA will answer call lights and take messages as appropriate. c. Coordinates nursing home referrals with unit social worker and nursing staff. d. Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needed medical data, faxing, preparing admission, transfer, and discharge packets, distributing mail to staff and patients, obtaining medical records and x-rays, etc. e. Initiating and ensuring completion of work orders for the unit. In the event of computer malfunction, duties will be completed following the established Bar Code Medication Administration (BCMA) contingency plan. The MSA follows established procedures for admissions, discharges, and transfers of patients. For discharges the MSA makes outpatient care appointments with the primary care provider and annotates this in CPRS utilizing the MAS: Inpatient Clerk Discharge Note. The MSA processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible. The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and any special preparation needs. Enters movement appointments for patient transport and follows up to ensure patients arrive at the appointment. Work Schedule: Monday through Friday, 7:00 am - 3:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Medical Support Assistant/PD00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required

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. (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. 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: (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. 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. 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 Determinations: In addition to the basic requirements for employment listed in paragraph 3 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 perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders. (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 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. (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; OR, (b) Education. Four years of education above high school. GRADE DETERMINATION CONTINUED IN EDUCATION SECTION BELOW Preferred Experience: Customer service/interpersonal skills (Face-to-Face, telephone, written) 1+ years experience working in administrative/clerical setting 1+ years experience in office automation (ability to use and navigate between various types of office equipment and software) Organization skills Multitasking skills Adaptability References: VA Handbook 5005 Part II Appendix G45 Medical Support Assistant Qualification Standard dated August 1, 2019. 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 work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

GRADE DETERMINATION CONTINUED:

(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. Advises clinical staff on current administrative processes. 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, 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.).
(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.

EDUCATION:

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]