Medical Support Assistant

Summary

These Medical Support Assistant (MSA) positions are in the Office of Community Care in the Southeast Louisiana Veterans Health Care System (SLVHCS) located in New Orleans - Louisiana.

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

• Citizenship: Be a citizen of the United States (U.S.)
• Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C.
• 7407(a)
• Experience
• No experience required
• Education
• High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• Licensure/Certification/Registration
• None English Language Proficiency
• Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.
• 7403(f)
• 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)
• 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 level
• Resume must include hours per week for work experience credit
• GS-03: Entry Level Experience or Education
• None beyond the basic requirements
• GS-04: Developmental (a) Experience
• One year of creditable experience equivalent to the next lower grade
• OR - (b) Education
• One year of education above high school
• Transcript must be submitted
• (c) Assignment
• This is a developmental level MSA position
• It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks
• Assignments at this level include - but are not limited to: scheduling and rescheduling patients for treatment
• interviewing patients for appointments
• referring patients to other medical specialty clinics
• providing information to patients necessary to resolve VA Handbook complaints
• interacting with both internal and external customers
• reviewing and documenting medical outpatient and inpatient electronic health records - as well as administrative records
• verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system
• obtaining medical information from patients
• coordinating information and actions related to patient care and services
• and scheduling appointments in accordance with scheduling guidelines
• MSAs at this level refer all questions regarding medical attention to the appropriate health care team member
• (d) Demonstrated Knowledge - Skills - and Abilities
• Candidates must demonstrate all of the KSAs below: Knowledge of basic medical terminology to assist in the provision of care to patients
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
• 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
• 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
• GS-05: Full-Performance Level (a) Experience
• One year of creditable experience equivalent to the next lower grade
• OR - (b) Education
• Two years of education above high school
• Transcript must be submitted
• (c) Assignment
• This is the full performance level for MSAs
• 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 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
• 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.)
• (d) Demonstrated Knowledge - Skills - and Abilities
• Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• 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
• 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
• 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-05
• The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05
• Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation - see Duties section for essential job duties of the position
• May require standing - lifting - carrying - sitting - stooping - bending - puling - and pushing
• May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment
• Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions
• the area is adequately lighted - heated - and ventilated
• However - the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
  
  

Duties

• Total Rewards of a Allied Health Professional The Medical Support Assistant (MSA) works collaboratively with other members of expanded health care teams (i.e. - Patient Aligned Care Team (PACT) - specialty care - Community Care RN - LPN - AMSA - PSA) including Community Care providers - pharmacists - social workers - dieticians - behavioral health staff - etc. - to provide a robust interdisciplinary approach to patient care
• The primary duties of the MSA may include but are not limited to: Schedules - cancels - and reschedules patient's appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Interfaces and collaborates with larger health care system providers including VA and non-VA specialists - hospitals - diagnostic and treating facilities - and community-based programs
• Works with multiple software tools to perform administrative duties - scheduling - customer service and other duties as assigned for the proper and timely care coordination of veterans
• Receives community care consults via computerized software system
• Assures approval process of the consult has been addressed by Community Care Coordination Nurse or VA provider
• Contacts veterans for the desired community care provider and preference date/time of community care appointment
• Maintains appointment schedules for Office of Community Care
• Ensures Community Care providers are in Optum Network and accept VA patients and payments
• Prepares any required pre-appointment documents through automated computer system
• Verifies patient attended appointment and request/obtains medical documentation from community providers
• Maintains the confidentiality of patient information obtained to carry out required duties and is constantly aware of the sensitive information
• Meets with supervisor and Community Care Nurses regularly to manage and plan patient care
• Work Schedule: Typically - Monday - Friday 7:30am - 4:00pm (Subject to change based on agency needs.) Compressed/Flexible: Not Authorized 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) 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) Telework: Not available Virtual: This is not a virtual position
• Functional Statement #: 629-01347F - 629-01348F - 629-01349F Permanent Change of Station (PCS): Not Authorized