This position is located in the Patient Business Office/Float Pool at the Chalmers P. Wylie Ambulatory Care Center. The Medical Support Assistant (MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. MSAs are considered chief sources of patient care and patient flow information.

Duties

Total Rewards of an Allied Health VA Career: Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Total Rewards of a Medical Support Assistant Career: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The MSA is a key member of the patient care team providing crucial administrative advice and guidance. The MSA performs clerical work in support of the care and treatment given to patients. The incumbent may work in the Call Center, Urgent Care, or in an interdisciplinary care team within a primary care team or specialty clinic on an infrequent basis. Duties include but are not limited to: Answer phones, greet patients, relay messages to appropriate staff inside or outside of the unit. Schedule, cancel, and re-schedule patient appointments and/or consults. Monitor appointment requests from multiple electronic sources. Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic. Verify and update demographics and insurance information when patients check-in for appointments. Provide staff coverage to other primary care and specialty care services or clinics. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Available- Ad-hoc Virtual: This is not a virtual position. Functional Statement: 91460- A, 91461-A, 91462-A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Recruitment Incentive: Not Authorized

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. 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 3j. 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 (entry level): Experience or Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities (KSAs) Candidates must demonstrate, in their resume all of the KSAs 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 (Developmental) 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, Education. Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate, in their resume, 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. Medical Support Assistant, GS-5 (Full performance level) Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-05. Physical Requirements: Work is mostly sedentary, some periods of walking, bending, lifting, or carrying work related items. Normal safety precautions are required for working in a healthcare setting.

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 Chalmers P Wylie Veterans Outpatient Clinic 420 North James Road Columbus, OH 43219 US
• Name: Laura Lange
• Phone: 614-257-5725
• Email: [email protected]