The Medical Support Assistant (MSAs) assigned to Pacific Island Healthcare System to include its Outpatient clinic and Community Based Outpatient Clinics (CBOC) are responsible for performing a variety of Technical Support duties that facilitate the work of physicians, physicians 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

The MSA performs a full range of duties. The MSA is responsible for 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 scheduling, canceling , rescheduling patient appointments and/or consultations, entering no show information, monitoring the electronic wait list, preparing for client visits, monitoring both inpatient and outpatient appointments for areas of responsibility, ensuring encounter forms are completed in order to obtain appropriate workload credit, verifying and updating demographics and insurance information, processing all emergency and non-emergency transfers to the VA facilities or private hospitals, performing basic eligibility, copays and pre authorization requirements for specific coverage such as Tricare sharing agreements etc. Performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The incumbent must assist with clinic access contingency plans by adjusting appointment times, location or dates as well as shift patients to other healthcare providers as conflict with staffing and or coverage occurs. The incumbent must be able to manage their time so as to ensure completion of the many administrative tasks required of them in their role in order to be successful. The incumbent must be cognizant of the many tasks required in performance of their respective roles and be attentive to detail and precise in the gathering and recording of information pertinent to the activities with which they are involved. The incumbent interact interprets a variety of providers orders, referrals, specific allergies, and other patient administrative activities such as means testing period. Demographic updates, beneficiary travel benefit determination. That incumbent supports patient safety standards using the correct VA identification for all patients through the use of two forms of identification, name and full Social Security number and date of birth. The patient may also present veterans' identification card for identification. The incumbent must use each interaction with the patient to validate and update patient demographic information either in person during check-in or over the phone period to to decrease the incidence of returned mail due to incorrect address is an inability to contact patient or design next to kin by phone due to incorrect contact information. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Work Schedule: Monday through Friday 0730-1600 Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): 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. (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) 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 Determinations: Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate and communicate [with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. Ability to communicate tactfully and effectively, [electronically, by phone, in person], and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. iv. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. v. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistant, dated August 1, 2019. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is in the range is GS-06. Physical Requirements: See VA Directive and Handbook 5019.

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 Spark M Matsunaga Department of Veterans Affairs Medical Center 459 Patterson Road Honolulu, HI 96819 US
• Name: Monica Thomson
• Phone: (925) 506-5370
• Email: [email protected]