Medical Support Assistant
The Phoenix VA Health Care System has many openings for Medical Support Assistants who will work in the Patient Call Center and serve as the coordinators of incoming and outbound telephone calls, receiving a wide range of inquiries, utilizing administrative systems knowledge to identify patient caller needs, practicing independent decision-making, coordinating care needs, scheduling appointments, and directing problem resolution as appropriate. The duties of the Medical Support Assistant GS-05 position include, but are not limited to:
Performs receptionist 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. Schedules, reschedules, cancels patient appointments; Performs other duties such as:
participates in team huddles and meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; manage electronic wait list to verify and validate accuracy and resolve issues etc. Verifying and updating demographics and insurance information. Processing all emergency and non-emergency transfers to other VA facilities or private hospitals. Performing basic eligibility, co-pays and pre authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.) Providing comprehensive, detailed on-the-job training to all new clinic personnel in the clinic unit area. Utilizing computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Demonstrating knowledge of advanced medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibly. Physical Requirements:
Work is primarily sedentary but may include long periods of standing, sitting, and some walking and bending. Time will be spent at a computer terminal performing various keyboard functions. While work is not extremely physical in nature the incumbent will work under pressure with multiple tasks, changing priorities and stringent deadlines. Work Schedule:
M-F (7:
00-3:
30, 7:
30-4:
00, 8:
00-4:
30, and 9:
00-5:
30) A relocation incentive is not authorized for this position To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/10/2019. 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/or education 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 3j. 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:
Medical Support Assistant, GS-5 Experience . One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school, a bachelor's degree, or equivalent. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The 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 national scheduling guidelines. Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates 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.e., TRICARE, sharing agreements, collaterals, research patient, VA employee , etc.). Candidates must also demonstrate the Knowledge Skills and Abilities (KSA) 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 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. References:
VHA Handbook 5005/117 Part II Appendix G45, Medical Support Assistant Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-5.
Estimated Salary: $20 to $28 per hour based on qualifications.
Performs receptionist 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. Schedules, reschedules, cancels patient appointments; Performs other duties such as:
participates in team huddles and meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; manage electronic wait list to verify and validate accuracy and resolve issues etc. Verifying and updating demographics and insurance information. Processing all emergency and non-emergency transfers to other VA facilities or private hospitals. Performing basic eligibility, co-pays and pre authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.) Providing comprehensive, detailed on-the-job training to all new clinic personnel in the clinic unit area. Utilizing computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Demonstrating knowledge of advanced medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibly. Physical Requirements:
Work is primarily sedentary but may include long periods of standing, sitting, and some walking and bending. Time will be spent at a computer terminal performing various keyboard functions. While work is not extremely physical in nature the incumbent will work under pressure with multiple tasks, changing priorities and stringent deadlines. Work Schedule:
M-F (7:
00-3:
30, 7:
30-4:
00, 8:
00-4:
30, and 9:
00-5:
30) A relocation incentive is not authorized for this position To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/10/2019. 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/or education 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 3j. 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:
Medical Support Assistant, GS-5 Experience . One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school, a bachelor's degree, or equivalent. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The 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 national scheduling guidelines. Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates 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.e., TRICARE, sharing agreements, collaterals, research patient, VA employee , etc.). Candidates must also demonstrate the Knowledge Skills and Abilities (KSA) 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 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. References:
VHA Handbook 5005/117 Part II Appendix G45, Medical Support Assistant Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-5.
- Department:
0679 Medical Support Assistance - Salary Range:
$35,103 to $45,630 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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