The purpose of this position is to serve as a Medical Support Assistant (MSA) in the VISN 1, VA New England Healthcare System. The incumbent is responsible for a wide range of assignments and provides administrative support to increase scheduling and communication integrity across all services. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting).

Duties

Duties typically include: Collects and updates insurance information from Veterans, family members and other eligible patients. Prepares correspondence and memos as needed. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable. Promotes Veteran registration for and utilization of HealtheVet (MHV) Stocks basic office supplies for the clinical area. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly, and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. As a front-line contact with patients and staff, the incumbent 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. In the scheduling role, the incumbent supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explains the VA's mandate to collect insurance information from Veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. This incumbent contributes to the revenue collection process by identifying patients with third party insurance. Work Schedule: Monday-Friday 8:00am-4:30pm Virtual: This is not a virtual position. Functional Statement #: F1390,F1391, F1392 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. Coverage. The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-679 series. Basic Requirements: a. Citizenship: Citizen of the United States. b. Experience and/or Education (1) Experience. Six months experience of clerical, office or other 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. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005. Preferred Experience: Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. GRADE REQUIREMENTS a. Creditable Experience (1) Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience 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 range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service. b. Grade Determinations. The following criteria must be met when determining the grade of candidates. GS-3 MSA (Entry Level) (a) Experience or Education. None beyond the basic requirements. (b) Assignment. This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision. 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: 1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 MSA (Developmental Level) (a) Experience or Education. One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school. (b) Assignment. This is a developmental level MSA position. It is expected that MSAs receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor. Assignments at this level include but are not limited to: interacting with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts 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. The MSA refers all questions requiring immediate medical attention to appropriate health care team member. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. 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 complete job assignments. 2. Ability to use various types of office automation equipment and software. 3. Ability to set up, organize, and maintain record systems. GS-5 MSA (Full Performance Level) (a) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school. (b) Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for 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'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; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. 2. Knowledge of basic medical terminology. 3. Ability to make appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. 5. Ability to communicate effectively and professionally with employees at varying grade levels. 6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. References: VA HANDBOOK 5005, PART II, APPENDIX G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD. (GS-0679). This can be found in the local Human Resources Office. 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: Generally, the work does not involve special physical demands. Duties are performed in several medical center areas and incumbent must be able to travel to treatment areas with ease.

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 Manchester VA Medical Center 718 Smyth Road Manchester, NH 03104 US
• Name: Tracy Liverpool
• Phone: (734) 545-3004
• Email: [email protected]