This position serves as an Advanced Medical Support Assistant located in the Patient Administration Department (PAD), at the Captain James A. Lovell Federal Health Care Center (FHCC) in North Chicago, Illinois.

Duties

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Functions or Scope of Assigned Duties: The incumbent demonstrates courtesy, professionalism, respect and a positive attitude towards patients, coworkers, and other visitors as well as provides front-line assistance to all customers presenting with questions or concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely as well as facilitates any necessary follow-up to ensure satisfactory resolution. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various other data into or from electronic medical records, scheduling systems, and/or reporting formats. Incumbent utilizes such programs and databases to make appointments in a clinical setting as well as to validate and verify eligibility for VA health care benefits while maintaining patient confidentiality with written and verbal information, per HIPAA requirements. In the particular clinical service area supported, the incumbent demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with other employees in a variety of occupations and at various levels of responsibility. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks to include setting priorities and coordinating work. Complies with employee education requirements by completing mandatory annual assignments through the TMS website and complies with any other training or education requirements as determined by the supervisor. Communicates with internal and external facilities to aide healthcare professionals in the care and treatment of patients. Receives and responds to inquiries from Active Duty, Recruits, Veterans and other beneficiaries concerning administrative questions and resolves recurring problems. Verifies and updates demographics and insurance information for all patients registered or admitted. Performs basic eligibility, copays and preauthorization requirements. Refers difficult issues or complex situations to the Lead MSAs or supervisor for resolution. MSA provides coverage in assigned programs as directed by supervisor. Performs other duties as assigned. Work Schedule: Rotating Shifts Includes Days, Nights, Weekend and Holidays Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 0000 Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required PLEASE NOTE: This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until April 30, 2024. The initial cut-off date for referral of eligible applications will be February 9th, with subsequent screening until the announcement closes. Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur.

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. Certification - None required. Grandfathering Provision -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). 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. Physical Requirements -The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. See VA Directive and Handbook 5019. Preferred Experience: Must have at least one (1) full year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 patient's 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.). AND In addition, candidates must demonstrate the following Knowledge, Skills, and Abilities: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process (including, but not limited to: scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. The full performance level of this vacancy is GS-08.

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

Contacts

• Address Captain James A Lovell Federal Health Care Center 3001 Green Bay Road North Chicago, IL 60064 US
• Name: Amy Hemstreet
• Phone: 612-814-1745
• Email: [email protected]