The Medical Support Assistant (MSA) position provides a crucial link between nurses, providers, and patients. An MSA is often the first person a patient meets when accessing the medical facility for services, and therefore, needs to be prepared to address injured, sick, and/or mentally ill individuals using the ICARE values of integrity, commitment, advocacy, respect, and excellence with the intent to provide exceptional health care that improves the health and well-being of the individual.

Duties

Major duties include, but are not limited to: Works collaboratively in an interdisciplinary coordinated care team, promoting patient centered care, performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients. Supports patient safety standards through correct identification of all patients through use of two forms of identification. The incumbent facilitates and supports data integrity initiatives at the frontline. Assists patients, family members and multidisciplinary staff while maintaining unit flow. Providing direct customer and patient services that are prompt, friendly, and cooperative. Answers/receives and routes phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established unit processes. A caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone. Assists in outside provider record retrieval, managing faxes, provider orders and mail in a timely and proficient manner. Provider orders are consistently processed within 1 hour of time received, with rare need for correction, STAT, NOW, or ASAP orders will be hand delivered to the charge nurse or the nurse on the neighborhood where the patient resides if the charge nurse is unavailable. Independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Routinely seeks to improve processes that effect outcomes and benefit the service. Inputs correct providers and treating specialty. Enters interward transfers, admits, and discharges to the unit. Keeping admission and discharge log updated. Maintains an accurate schedule for Interdisciplinary team meetings (IDT's), notifying team members per e-mail of schedule including notification of any changes. Ensures an accurate appointment sheet is maintained and posted daily. Prepares for admissions & discharges, completing admission packet prior to patient arrival and preparing discharge packets ensuring are completed and ready prior to discharge. Enters work orders with appropriate follow-up notifying Nurse Manager or designee regarding any delays. Maintains and orders clerical supplies ensuring adequate supplies available being mindful of not being wasteful or overstocking of supplies. Maintains a clean and safe work area. Coordinates administrative services for Veterans, family members, caregivers, and public, administrative, and clinical staff to ensure continuity of inpatient and outpatient care. Return to clinic (RTC) appointments are followed-up with and scheduled appropriately. If travel is required ensures this is set-up to and from the appointment. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care and willingly assists co-workers. Assists new staff in orientation activities through shared knowledge and expertise of the unit. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. The ability to distribute and balance the workload among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Maintains flexibility in adapting to changes in schedule and workload. Work Schedule: 7:30am to 4:00pm, rotating weekends and holidays Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

BASIC REQUIREMENTS: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. GRADE DETERMINATIONS: Grade Determination GS-3 MSA (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 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. Grade Determination GS-4 MSA (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 includes 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 computer systems to enter administrative data in patient systems; Learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. OR 2. 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: 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. Grade Determination GS-5 MSA (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 system, electronic faxing programs) to support patient care; Use 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. OR 2. 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: 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. PREFERRED EXPERIENCE: Customer Service, Electronic Health Records References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard. 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.

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 VA Central Iowa Health Care System 3600 30th St Des Moines, IA 50310 US
• Name: Sonya Hill
• Phone: (334) 590-9982
• Email: [email protected]