The Medical Support Assistant is responsible for a range of duties that represents the full-performance level, and which include responsibility for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Duties

Duties of the Medical Support Assistant are to include, but not limited to: Provides front-line assistance to customers with questions or concerns. Responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Schedules, cancels, and re-schedules patients' appointments and/or consults. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Verifies and updates demographics and insurance information. Demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Complies with Employee Education requirements by completing mandatory annual assignments and with any other training or education requirements as determined by the supervisor. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Work Schedule: Monday- Friday 7:30am to 4:00pm Telework: not available Remote: not a remote position Virtual: This is not a virtual position. Financial Disclosure Report: Not required Recruitment Incentive: Not Authorized Position Description Title/PD#: 91740-A

Requirements

Qualifications

Basic Requirements: Experience and Education: 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, 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. 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 Grade Determinations: In addition to the basic requirements for employment listed above, the following education and/or experience criteria must be met when determining the grade of candidates: Medical Support Assistant GS-3: 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 Education. One year above high school. OR 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. In addition candidates must demonstrated all of the KSA's below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. 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-4 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. This experience may include but is not limited to; 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. OR Education. Two years of education above high school. TRANSCRIPTS REQUIRED. Demonstrated Knowledge, Skills, and Abilities. In addition candidates must demonstrated all of the KSA's 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. Medical Support Assistant, GS-5 Experience. One year of experience equivalent to the GS-4 grade level. This experience may include but is not limited to; 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 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; and scheduling appointments in accordance with VHA national scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. OR Education. Four years of education above high school. TRANSCRIPTS REQUIRED Demonstrated Knowledge, Skills, and Abilities. In addition, candidates must demonstrate all of the KSA's 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 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard The full performance level of this vacancy is GS 5.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Richard L Roudebush VA Medical Center 1481 West Tenth Street Indianapolis, IN 46202 US
• Name: Dennis Graham
• Phone: 317-263-4686
• Email: [email protected]