The incumbent serves as a Medical Support Assistant (MSA) in in the Patient Advocate Office at the Hampton VAMC in Hampton, Virginia. The incumbent reports to the Customer Experience Manager and works with staff across the Medical Center ensuring problem resolution and patient satisfaction.

Duties

Major duties and responsibilities will include: This position has the responsibility to attend to the immediate needs/questions of our patients, their families and visitors. However, the incumbent is not a clinical subject matter expert, case worker, counselor, or clinician. Ascertain the needs of the customers and to help all personnel involved understand and relate to the patient as an individual. The MSA greets patients, relays messages to appropriate staff inside or outside of the unit, schedules 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, re-scheduling appointments and/or consults. Contributes to the effort to provide enhanced customer service in an environment of continuous quality improvement. Plans and organizes work with frequent assistance from the supervisor to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to supervisor. Responsible for maintaining the confidentiality of information obtained to carry out required duties. Communicates and treats customers in a courteous, tactful, and respectful manner. Handles conflict and problems relating to the customer in a constructive and appropriate manner. Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs. Work Schedule: Monday-Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized 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. 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. Grade Determinations: GS-5: One year of experience equivalent to the next lower grade level (GS-4) OR four (4) years of education above high school AND possess the following KSA's: 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 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). Preferred Experience: The incumbent performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relates well to people from varied backgrounds and different situations. Incumbent receives, greets and direct callers over the telephone and in person with precise clear instructions. Reference: Medical Support Assistant Qualification Standard, GS-0679, VA Handbook 5005/117, Part II, Appendix G45. The full performance level of this vacancy is GS-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 work is primarily sedentary and does not require special physical demands. There may be walking, standing, or carrying.

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 Hampton VA Medical Center 100 Emancipation Drive Hampton, VA 23667 US
• Name: Kenyel Buyck
• Email: [email protected]