The incumbent serves as a Medical Support Assistant (MSA) in Health Administration Service (HAS) within the San Diego VA Healthcare System. HAS has a large number of MSA positions and incumbents may be required to serve in any of the areas that have MSA positions in Outpatient Specialty Clinics and CBOCs.

Duties

The MSA coordinates with the use exceptional interpersonal communication skills to work collaboratively with the Patient Aligned Care Teams (PACT), CBOCs and Specialty Care clinicians and other administrative and clinical staff to provide accessible care and meet clinical and administrative patient needs. It is a complex role requiring an understanding of VA policies, the ability to make independent decisions and multidisciplinary collaboration. Typical duties include but are not limited to: Scheduling, canceling, re-scheduling patient's appointments and/or consults Entering no-show information Monitoring both inpatient and outpatient appointments for areas of responsibility Handling incoming/outgoing telephone calls Ensuring action required encounters are printed to providers daily in order to obtain appropriate workload credit Establishing and maintaining medical outpatient and inpatient charts as well as administrative records Performing basic eligibility, co-pays and preauthorization requirements for specific coverage Requesting medical records from physicians outside of the VA San Diego Healthcare System (VASDHS) Obtaining medical information from patients and verifying/updating patient demographic and insurance information Other duties as assigned Work Schedule: Multiple work schedules may be available (Subject to change based on needs of agency) Telework: Not Approved Virtual: This is not a virtual position. Functional Statement #: GS-0679-04/05 Medical Support Assistant Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: Six months experience: 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 Education. One year 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. GS-04: In addition to the Basic Requirements for employment listed above, the candidates must posses at least one (1) year of specialized experience equivalent to the GS-03 grade level. Experience: One year of experience in a 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; Education: Two (2) 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. Demonstrated Knowledge, Skills and Abilities (KSAs): (Candidate must demonstrate [all of] the KSAs below): 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. 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. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 (Full Performance Level): In addition to meeting the Basic Requirements, candidates must possess one (1) year of experience equivalent to the next lower grade level GS-4 Grade Level. Experience: One year experience equivalent to the GS-04 includes: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. Or; Education: Four (4) years of education above high school. Demonstrated Knowledge, Skills, and Abilities (KSAs): (Candidate must demonstrate [all of] the KSAs below): 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. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679.The Full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.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 stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable.

Contacts

• Address San Diego VA Medical Center 3350 La Jolla Village Drive San Diego, CA 92161 US
• Name: Nancy Parks
• Phone: 361-910-3699
• Email: [email protected]