The medical support assistants , assigned to Pacific island health care system to include its outpatient clinics and community based outpatient clinics, 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

At this level 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 patients appointments and /or consults; entering no show information; monitoring the electronic wait list; preparing for clinic 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 information; processing all emergency and non-emergency transfers to other 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 adding appointment times, location or dates as well as shift patients to other health care 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 for 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 to be attentive to detail and precise in the gathering and recording of information pertinent to the activities with which they are involved. The incumbent interprets a variety of providers orders, referral referrals, specific allergies, and other patient administrative activities such as means testing, demographic updates, beneficiary travel benefit determination. The incumbent supports patient safety standards using the correct VA identification for all patients through the use of two forms of identification, name and full secure Social Security number and date of birth. The patient may also present the veteran's identification card for identification. The incumbent must use interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of return mail due to incorrect addresses and inability to contact patient or design designated next of kin by phone due to incorrect contact information. Work Schedule: To be determined by Supervisor, occasional Saturdays Telework: Available Virtual: This is not a virtual position. Functional Statement #: 01838-F 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: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. 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). Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). Preferred Experience: Experience gained while working in a medical office, hospital, inpatient/outpatient clinic, Ancillary Service, Call Center, Care of Community Care, Consult Scheduling, Direct Scheduling, Interdisciplinary Coordinated Care Delivery Models, PACT TEMLETS, Patient Systems, Radiology/Imaging/Nuclear Medicine, Specialty Clinics, Veterans Appointment Request, VistA Scheduling Graphical User Interface (VS GUI), Ward . Applying administrative judgment, the use of wide range of clinical flow processes relating to access to care across multiple clinical, specialties. Recommends changes to existing clinic procedures based on current guidelines. You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. 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 he technical healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position. 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]