The incumbent serves as the Medical Support Assistant (MSA) assigned to the Nursing Community Living Center (CLC) and s/he will be responsible for providing full clerical and administrative support. The MSA position is a foundational role within the Patient Centered Care Initiative. The incumbent works collaboratively with members of the health care team.

Duties

- As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at VA. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. - Utilizes professional communication etiquette in all modes of customers contact in-person, telephone, and email correspondence. - Responds to client requests and seeks resolution of family/patient/employee complaints; will forward unresolved complaints to supervisor, when appropriate. - Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for residents. - Coordinates and schedules the travel to various UCSF campus, other VA facilities or other private hospitals emergency and non-emergency appointments. - Manages position responsibilities with some supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Maintain the electronic white board for emergency preparedness. -Updates the Bed Management Solution BMS as part of the VISN 21 requirement to reflect current operational beds and active bed status; changes in patient room assignments need to be entered in the BMS; isolation room icons and EMS icons are entered to reflect bed status and metric on EMS response to clean time is measured. As assigned by supervisor. performs environment of care (EOC) rounds, assist with maintaining equipment inventory and required maintenance dates. - Serves as the coordinator for the maintenance of equipment with Engineering to ensure that all work requests are completed timely. - Ensures accurate information is entered into the Veterans Health Information Systems and Technology Architecture (VistA) computer system, and the Computerized Patient Record System (CPRS). - Receives telephonic requests for information and transmits requests to the appropriate physician. Incumbent will receive customers in-person, as well as gives and/or receives information to and/or from patients over the telephone at the request of the supervisor and/or other members of the health care team. VistA and Outlook email programs will also be utilized for communication with all staff and team members. - Explains to veterans the importance of keeping appointments (avoiding no-shows) and the impact it has on the health care system. - In collaboration with the Release of Information (ROI) Unit, incumbent assists with the completion of ROI requests, usually by providing information and forms, then forwarding information/requests to the ROI Unit. S/he will assist the ROI Unit with requests for non-VA medical records of our co-managed patients by requesting these documents from her/his clinic workstation. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and Vista Imaging software.Coordinating with Voluntary Services for obtaining personal items, ordering air beds, and releasing of computerized delayed orders for new admissions in the Computerized Patient Record System (CPRS) Functions as a member of the CLC healthcare team. - Observes patients for physical or emotional reactions, providing reassurance during activities. - Performs ordering of supplies and equipment using automated systems within the medical center, maintains accountability of the clinic hand receipt. - Incumbent will regard fellow Medical Support Assistants, Program Support Assistants, other administrative staff and clinical personnel as professionals and team members. S/he will take the initiative to assist fellow clerk team members during peak workload times and when there are staffing shortages, regardless of the assigned area within the Community Living Center. - Perform other duties as required. Work Schedule: 0730-1600 Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement 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 3j Preferred Experience: One-year experience working in a medical or clinic setting, scheduling appointments, referring patients to specialty clinics, collecting insurance documentation, documentation in electronic health records, and advanced medical terminology. Grade Determinations: GS-5 MSA (Full Performance Level) Experience or Education. One year of experience equivalent to the next lower grade level (experience working in a medical or clinic setting, scheduling appointments, referring patients to specialty clinics, collecting insurance documentation, documentation in electronic health records, and advanced medical terminology) or 4 years of education above high school (must provide Transcripts if using Education to qualify) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: Ability to operate computerized programs and systems to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Advanced knowledge of basic medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to make 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 Appendix G45The full performance level of this vacancy is GS-5. Physical Requirements: The work is mostly sedentary, however may require periods of standing and walking.

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 San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Amanda Bodkin
• Phone: 925-356-5886
• Email: [email protected]