Medical Services Assistants (MSA's) are assigned to the ward, hospital acute care, intensive care nursing stations, CLC (Community Living Centers) units. They are responsible for initialing and carrying out a variety of administrative and clerical duties associated with the support of patient care, in-patient screening, advising, and assisting veterans seeking and receiving medical treatment on one or more of the Inpatient units at this facility.

Duties

Assists both the veteran and the professional staff in coordinating scheduled procedures and follow-up appointments. Promotes a positive image with emphasis on customer service by treating patients, visitors, co-workers and medical center personnel with courtesy and respect. Responds to customer's needs in a positive and efficient manner. Assists in orienting/training and advising staff, house staff, and nursing personnel concerning VA regulations, policies, and procedures on patient care and administration matters. Attends monthly meeting to keep current on changes in laws and regulations. Acts as receptionist and communications' coordinator for the inpatient unit. Greets veteran and others, responds to questions, providing instructions and information to patients about tests and procedural requirements, and completes administrative processing. Processes the mail, including patient mail. Sets priorities, and accomplishing work assignments. Obtains all key information needed and initiates medical administrative processing of physician's orders. Verifies orders electronically, reviewing content of orders and consults, ensuring that each Is appropriate as entered, and notifies nursing staff of STAT or NOW orders. Initiates the inpatient medical record upon admission. Assists in orienting patient and patient's family to the ward surrounds. Reviews admission information and inputs data for patient admissions transfer from other units. This data entry allows data to be reflected In the BMS (Bed Management System) software, for tracking of availability through the Martinsburg VA. Makes initial contact with operator in CODE situation, fire or other emergency on the unit. Directs traffic, calls for necessary personnel and equipment, and records and reports result from STAT orders. Assists patients and families in contacting Chaplain Service and Voluntary Services as needed. Verifies consult requests to designated outpatient clinics. Prepares release of information consents in coordination with outside agencies. Executes discharge procedure in computer, gathers all active and prior treatment records and assembles Utilizes and maintains computer devices to perform most processing and scheduling functions. Contacts agent cashier/clothing room (day tour) or the Administrative Office of the Day (AOD) on irregular tours for pick up and storage. Will establish order and maintain necessary forms and stock office supplies. Reviews each referral for follow-up care for geographic location of veteran's primary residence and coordinates appointment scheduling according to distance to be traveled. Initiates consent forms for authorization to perform surgery. Reviews the medical record to determine whether all needed tests have been ordered and takes action to correct any deficiencies. Prepares patient's chart for surgical procedures. Reviews required tests and results when completed or take action to correct deficiencies. Upon death of a patient, informs appropriate department after determining time of death, physician In attendance, and cause of death. Assists in contacting next of kin, calling Chaplain Service to escort family from the ward to the appropriate office. Maintains accurate information on patient destinations, recording patients leaving floor and returning to floor, and treatment area. Responds to daily shift report with pending admissions, discharges, transfers, charts to assemble, and other pertinent information useful to the next shift. Has regular access to electronic and printed files containing sensitive data that must be protected under the provisions of the Privacy and Release of Information Act of 2002, and other applicable laws, federal regulations, VA statutes and policy, and Medical Administration policy. Serves as a patient advocate and is responsible for efficient and considerate movement of patient from the moment of their arrival until discharged from the hospital. Work Schedule: Monday to Friday - 08:00am - 04:30pm Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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: The following are the basic requirements for appointment as a Medical Support Assistant in the Veterans Health Administration (VHA). Citizenship. All applicants are required to be a citizen of the United States. 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. English Language Proficiency. Must be proficient in spoken and written English. Physical Requirements. Involves walking, bending, and lifting of medical records and working at a PC. May come in contact with angry and potentially violent customers. Position requires a high level of concentration. GRADE REQUIREMENTS. a. Creditable Experience (1) Knowledge of Medical Support Assistant Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to Medical Support Assistant experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties. (3) Part-Time Experience. Part-time experience as an Medical Support Assistant or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, a Medical Support Assistant employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations. In addition to the basic requirements for employment 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 Medical Support Assistant position. It is expected that Medical Support Assistant [at this level] receive guidance from more experienced staff members and require frequent and direct supervision. At this level, Medical Support Assistants apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. hey 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-04 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 Medical Support Assistant position. It is expected that 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. (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. (c) Assignment. This is the full performance level for Medical Support Assistant. At this level, the Medical Support Assistant 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 Medical Support Assistant 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. (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. 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). Preferred Experience: Ability to operate computerized programs and systems. Knowledge of Medical Terminology Ability to schedules medical appointments. Ability to work independently Ability to communicate effectively and professionally in person, electronically and by telephone. Great customer service skills References: VA Handbook 5005, Part II, Appendix G45 The full performance level of this vacancy is GS-05.

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 Martinsburg VA Medical Center 510 Butler Avenue Martinsburg, WV 25405 US
• Name: Trudy Wachala
• Phone: 4106057000 X51841
• Email: [email protected]