The MSA works collaboratively in a coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The incumbent(s) must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

Duties

As front line contact with patients and staff, the incumbent(s) sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning or sending the documents to the appropriate department for scanning. Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy, established clinic processes, Mission Act, eligibility, enrollment, beneficiary travel, and data management processes. Incumbent(s) must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Assist with Health Administration Services data entry and paperwork processing for various documents accepted by the service. d. Provide coverage for Information Desk and customer service window for Health Administration services. MSAs who work outside of PACT must be able to interpret and communicate requirements for such areas Care in the Community, Health Benefits, Emergency Room, Ward Administration and any other services with approved MSAs. Work Schedule: 7:00am-3:30pm Virtual: This is not a virtual position. Financial Disclosure Report: Not required

Requirements

Qualifications

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. English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Experience and Education: Experience: One year of experience equivalent to the GS-4 grade level; or Education: Four years of education 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 Determinations: GS 5 Medical Support Assistant 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 5. Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g. carrying light items such as books and papers, or lifting boxes or records.

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 Durham VA Medical Center 508 Fulton Street Durham, NC 27705 US
• Name: Chiquisha Matthews
• Phone: 804-924-6117
• Email: [email protected]