The incumbent serves as a Medical Support Assistant (MSA) to Patient Care Services for the LTC Charles S. Kettles VA Medical Center. The MSA performs a full range of administrative and clerical duties as a member of the healthcare team.

Duties

DutiesThe MSA is responsible for screening individuals before entry to the facility, greeting patients, interviewing patients forappointments, answering phones, relaying messages to appropriate staff inside or outside of the unit, and 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: Interviewing patients Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit. Scheduling, canceling, or re-scheduling patient appointments or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Entering no-show information Monitoring appointment requests from multiple electronic sources Verifying and updating demographics and insurance information when patients check in for appointments Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic. Coordinates administrative functions relating to emergency and non-emergency transfers to other Veterans Affairs (VA) facilities or private hospitals and determines appointment type based on the patient's eligibility status (e.g., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Work Schedule: Full Time, Varying/Rotating Shifts, Weekday, Afternoon, and Evening Shifts, Holiday and Weekend work schedules. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Medical Support Assistant/GS0679-5 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. 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. 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. 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 Requirements: Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as a MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA 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 as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an MSA 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 MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time work week of credit for each two-weeks of service. Grade Determinations: Medical Support Assistant, GS-3 (Entry Level)You must meet the Basic Requirements outlined above. In addition you must be able to demonstrate all of the Knowledge, Skills, and Abilities (KSAs) listed below: Demonstrated Knowledge, Skills, and Abilities 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. Medical Support Assistant, GS-4 (Developmental Level) 1. 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. Examples of experience include but are not necessarily limited to: meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments; utilize computer systems to enter administrative data in patient systems; utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. OR.Education: Two years above high school. AND Demonstrated Knowledge, Skills, and Abilities In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of 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 facilitate medical care for patients.2. 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.3. Knowledge of basic medical terminology to assist in the provision of care to patients.4. 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 (Full Performance Level)1. Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience would include but not be limited 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; 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. OR2. Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:1. 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.2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.3. Ability to schedule medical appointments in a clinical setting.4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.6. 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, August 1, 2019. Physical Requirements: Work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching and lifting moderately heavy items such as manuals and record boxes. Work environment is in an adequately lighted, heated, and ventilated medical facility setting. The work environment involves everyday discomforts or risks that require normal safety precaution

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 Ann Arbor VA Medical Center 2215 Fuller Road Ann Arbor, MI 48105 US
• Name: Jami Umstead
• Phone: (734) 596-1829
• Email: [email protected]