Medical Support Assistant

Advanced Medical Support Assistant

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, inpatient units and/or care in the community resources. Demonstrates analytical reasoning and proficiency in computerized programs. Responsibilities include:

• Acting as a receptionist for the DC VA Medical Center Community Based Outpatient Care (CBOC) processing incoming and outgoing telephone calls, recording messages from Veterans, family members, in-house clinics, community clinics, transportation etc.
• Directing telephone calls and visitors and communicating information appropriately.
• Processing physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible.
• Seeking clarification of orders when appropriate.
• Promptly and accurately initiating and checking on status of referrals, lab, and imaging procedures.
• Making numerous calls each day to coordinate information and actions relating to patient care and services.
• Relaying information and requests from the patients and/or clinical services to the treatment team.
• Ensuring that transportation/escort services are properly arranged.
• Compiling a consolidated computerized appointment sheet which shows tests, procedures, clinic appointments, therapies etc., for all patients on the unit each day of the week.
• Performing miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needing medical data, faxing, preparing admission packets, distributing mail to staff and patients, obtaining medical records, and x-rays, etc.
• Filing, maintaining, and securing medical records as appropriate.
• Pre-Registration, verifying and updating demographics and insurance information.
• Initiating and ensuring completion of work orders for the unit, including messages in VISTA for furniture or key requests for the floor.

The MSA follows established procedures for scheduling appointments. The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and any special preparation needs. Provides clerical support for the use of the computer contingency plan. Assists in training new or less experienced employees.

Work Schedule: 0730-1600 OR 0800-1630

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not authorized

Pay: Competitive salary and regular salary increases.

Paid 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)

Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

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 child.

Child 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 $416.66.

Retirement: 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).

Requirements:

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959.

Must be proficient in written and spoken English.

Subject to background/security investigation.

Selected applicants will be required to complete an online onboarding process.

Acceptable form(s) of identification will be required to complete pre-employment requirements.

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications:

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: 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.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation.

Grade Determinations:

GS 05 Requirements Experience: One year of experience equivalent to the [GS-4] grade level; OR, Education: Four years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidates 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 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.

Physical Requirements:

See VA Directive and Handbook 5019.

The work is primarily sedentary. Physical demands do not exceed those of a typical office setting.

There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items.

Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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/.

Additional Information:

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

This job opportunity announcement may be used to fill additional vacancies.