This position provides medical support responsibilities associated with one or more outpatient clinics. The incumbent is responsible for accurate appointment management and the correct coordination of all administrative information between the professional staff and the patient.

Duties

The MSA will work collaboratively in an interdisciplinary coordinated care delivery model. They work with the patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The MSA is an integral member of the team, who serves to effectively carry out day-to-day administrative operations of the clinic. The Medical Support Assistant primary duties consist of but are not limited to the following: Perform clerical work in support of the care and treatment given to patients in the hospital setting throughout the medical facility. Maintains a daily appointment schedule for one or more hospital clinic and is responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. Operates with a great degree of independence in that he/she problem-solves patient complaints and processes problems on the frontline. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other health-care providers as conflict with staffing and/or coverage occurs. The position involves performing receptionist work, customer service, patient screening, and other duties as assigned for the proper and timely treatment of patients. Schedule appointments in accordance with VHA Directives and regulations. The Medical Support Assistant must be able to interpret and communicate requirements of VHA Scheduling Directives. He/she must be able to use daily monitors (such as active/pending consults, electronic wait list, appointments scheduled non-compliantly) in carrying out scheduling tasks. Explains insurance collection to veterans as well as collects, scans and updates health insurance information to support the revenue process on a daily basis.. Monitors and schedules return to clinic orders, patient consults and patient direct scheduling requests. Ensures appointments are appropriately scheduled in a timely manner. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center whenever possible. Work Schedule: Not Available Compressed/Flexible: To be determined by service Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 71229F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Available 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. Applicants pending the completion of educational requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3g) English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. 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) Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. Candidates must demonstrate all of the KSA's 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 request pertaining to follow-up medical care. GS-4 MSA (Developmental Level) (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. Candidates must 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 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. GS-5 MSA (Full Performance Level) (a) Experience: One year of experience equivalent to the GS-04 grade level OR (b) Education: Four years of education above high school leading to a Bachelors Degree. Candidates must demonstrate all of the KSAs below: 1. Ability to operate computerized programs and systems in order to enter, modify and retrieve 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 phone, 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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The full performance level of this vacancy is 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: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. 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). References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.

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 James A Haley Veterans Hospital 13000 Bruce B. Downs Boulevard Tampa, FL 33612 US
• Name: Asian Jenkins
• Phone: 800-849-3597 X77174
• Email: [email protected]