Medical Support Assistant

Summary The Medical Support Assistant (MSA) position is in the Office of Community Care Call Center with the Gulf Coast Health Care System located in Biloxi - MS. 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 PolicyExperience and Education(1) ExperienceNo experience required(2) EducationHigh school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationEnglish Language ProficiencyMedical Support Assistants must be proficient in spoken and written English in accordance with VA PolicyMay 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 - your resume must demonstrate you possess the required experience necessary to possess the Knowledge - Skills - and Abilities (KSAs) required for each grade levelResume must include hours per week for work experience creditGS-03: (a) Experience or EducationNone beyond the basic requirements(b) AssignmentThis is an entry level MSA positionIt is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervisionAt this level - MSAs apply general rules and policies relating to clinic functions - staff - and automated data processing methods in support of treatment to patientsThey utilize a variety of patient data systems in scheduling patients for treatment and annotates patient recordsThey perform front desk duties - receives telephone call - and visitors to the MSA unitThey make and cancel appointments - review patient records for necessary information - and review patient demographics and insurance verificationThey consult with clinic staff when processing physician scheduling and administrative orders(c) Demonstrated Knowledge - Skills - and AbilitiesCandidates must demonstrate 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 appointmentsAbility to utilize computer systems to enter administrative data in patient systemsAbility to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical careGS-04: Do you possess either: a) ExperienceOne 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 b) EducationOne year of education above high school Transcript must be submitted AND demonstrate all of the following Knowledge - Skills and Abilities (KSAs) to meet the GS-04 grade level? 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 patientsAbility to use - and navigate between - various types of office automation equipment and software (i.ecomputer systems - web-based scheduling programsinsurance collection systemscanning software - multiple line phone systemselectronic faxing programs) to support patient careKnowledge of basic medical terminology to assist in the provision of care to patientsSkill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinicsGS-05: Do you possess either: (a) ExperienceOne year of experience equivalent to the GS-04 grade levelOR - (b) EducationTwo years of education above high schoolTranscript must be submitted(c) AssignmentThis is the full performance level for MSAsAt this level - the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient settingAdvises clinical staff on current administrative processesThe MSA is responsible for answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit - scheduling appointments - including interpreting and verifying provider orders in accordance with VHA scheduling guidelinesAssignments at this level include - but are not limited to: scheduling - canceling - re-scheduling patient appointments and/or consultsentering no-show informationmonitoring appointment requests from multiple electronic sourcesmonitoring both inpatient and outpatient appointments in areas of responsibilityverifying and updating demographics and insurance information when patients check-in for appointmentsCoordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.eTRICARE - sharing agreements - collaterals - research patient - VA employee - etc.)(d) Demonstrated Knowledge - Skills - and AbilitiesCandidates 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 reportsAdvanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patientsAbility to schedule medical appointments in a clinical settingAbility to work independently in the accomplishment of a wide variety of duties performing patient support workAbility to communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customersSkill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolutionPreferred Experience: Customer Service experienceReference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/The full performance level of this vacancy is GS-05The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05Physical Requirements: Work is sedentary but also demands standing - walking - bending - twisting - and carrying light items. Duties The Medical Support Assistant Call Center Agent position is located within the Gulf Coast Veterans Health System (GCVHS)The primary duties of the Medical Support Assistant (MSA) may include but are not limited to: Scheduling appointments canceling - re-scheduling patient's appointments and/or consults Interpreting and verifying provider orders Entering no-show information Monitoring the electronic wait list Monitoring outpatient appointments for areas of responsibility Verifying and updating demographics and insurance information Processing all emergency and non-emergency transfers to Triage Nurse Working in collaboration with the appropriate clinic(s) Developing and maintaining effective and efficient communication with the patient - interdisciplinary team - VA medical centers - and other agenciesPerforming computerized data entry Participating and providing input in problem solving on operational issues or procedures Evaluating patient information and clinic schedule lists to ensure compliance to rules and regulations governing the VHA Scheduling Directive 1230 Providing customer service Answering and responding incoming telephone calls Ensuring all outpatient clinic appointments are scheduled and documented in accordance with the business rules in VHA Directive Outpatient Scheduling Processes and Procedures Total Rewards of a Allied Health Professional Work Schedule: Monday through Friday 8:00 am to 4:30 pmSubject to change by supervisor to meet facility needsRecruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increasesPaid 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) 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 childChild 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 $416.66Retirement: 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 positionFunctional Statement #: 520-00675-F - 520-00676-F - and 520-00677-F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized