This position is located within the Des Moines VA Medical Center. The Medical Support Assistant's (MSA) work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments, collecting and updating demographic and insurance information, patient processing and customer service. The MSA is responsible for assuring that various aspects of staffing, training, compliance, reporting and quality assurance are met.

Duties

Major duties include, but are not limited to, the following: 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. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. Maintains active clinical records for every patient. Discharge records are in complete filing order and chart filing is processed within 1 workday after discharge. Records needing put in electronic record are correctly labeled and sent to scanning per scanning requirements. Requires frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Work Schedule: Monday - Friday, 6:30am - 5:00pm, Rotating Weekends Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

Basic Requirements: United States Citizenship: Citizen of the United States. 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 (TRANSCRIPTS REQUIRED); OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPTS REQUIRED). 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). 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. Grade Determinations. Medical Support Assistant, GS-3 (Entry Level) Experience or Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. 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 Level) 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 (TRANSCRIPTS REQUIRED). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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]. ii. 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]. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. 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) Experience. One year of experience equivalent to the [GS-4] grade level; OR, Education. Four years of education above high school (TRANSCRIPTS REQUIRED). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties[performing patient support work. v. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with internal and external customers. vi. 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: 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. 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-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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: Marquell Steed
• Phone: 702-334-7190
• Email: [email protected]