Medical Support Assistant

Summary

The incumbent serves as a Medical Support Assistant in the Clinical Access Management Service for the LTC Charles S. Kettles VA Medical Center.

Duties

This position is located in Clinical Access Management Service and the LTC Charles S. Kettles VA Medical Center in Ann Arbor, Michigan. The Medical Support Assistant (MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. Major duties include (but not limited to): Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements; reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Work Schedule: Monday - Friday, 07:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #91460A, 91461A, 91462A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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: English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance to 38 U.S.C. § 7407(a).Experience and Education: Experience: None. OR Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. (A Transcript or proof of High School Diploma/Equivalent is required if basing any or all qualifications on education) Licensure/Certification/Registration: None. Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. 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: Creditable Experience: 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. 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 for 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. 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 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. In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Medical Support Assistant, GS-03. (1) Experience or Education - None beyond the basic requirements. Medical Support Assistant, GS-04. (1) Experience or Education. (a) Experience. One year of creditable experience equivalent to the next lower grade.; OR (b) Education. One year of education above high school. (A Transcript or proof of High School Diploma/Equivalent is required if basing any or all qualifications on education) (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs: (a) Knowledge of basic medical terminology to assist in the provision of care to patients. (b) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. (c) 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. (d) 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. Medical Support Assistant, GS-05. (1) Experience or Education. (a) Experience. One year of creditable experience equivalent to the next lower grade; OR (b) Education. Two years of education above high school. (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs:(a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. (b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. (c) 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. (d) Ability to schedule medical appointments in a clinical setting. (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. (f) 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