Medical Support Assistant (Red Coat Ambassador)

Summary

The incumbent serves as a Medical Support Assistant (MSA) in in the Patient Advocate Office at the Hampton VAMC in Hampton, Virginia. The incumbent reports to the Customer Experience Manager and works with staff across the Medical Center ensuring problem resolution and patient satisfaction.

Duties

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent serves as a Medical Support Assistant (MSA) in in the Patient Advocate Office at the Hampton V AMC in Hampton, Virginia. The incumbent reports to the Customer Experience Manager and works with staff across the Medical Center ensuring problemresolution and patient satisfaction. The incumbent represents the facility in providing guidance to individuals to the appropriate service or office and giving and/or clarifyinginformation to help the staff or visitor access the appropriate service. This position has the responsibility to attend to the immediate needs/questions of our patients, their families and visitors. The incumbent's role is to ascertain the needs of the customers and to help all personnel involved understand and relate to the patient as an individual. Employee plans and organizes work with frequent 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/hersupervisor. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Employee strives to meet the needs of customers while supporting VA missions. Communicates and treats customers in a courteous, tactful, and respectful manner. Provides the customer consistent information according to established policies and procedures. Handles conflict and problems relating to the customer in a constructive and appropriate manner. Provides care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive, emotional, and chronological maturation of the patient. Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs and to provide care needed as described in the services policies and procedures. The incumbent must demonstrate the knowledge of the changes associated with aging and possess the ability to provide care/support based upon age related factors. Assists clients to plan for anticipated changes in life, to recognize the risk factors related to health, and to focus on strengths rather than weaknesses. Provide necessary safety measures. Assist client with self-care as required, and with maintaining as much independence as possible. Employee is responsible for protecting sensitive data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as set out in the computer access agreement which the employee signs. Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA policy. Complies with all safety/fire prevention rules/regulations and using protective equipment when required and provided. Promptly reports all accidents and notifies supervisor of unsafe/unhealthful conditions in the workplace. Attends scheduled training sessions and participates in medical center/service level safety promotions as directed by the supervisor. Knows fire drill and emergency plans for work area, including location of all emergency fire equipment. May perform other duties as required. Work Schedule: Monday-Friday 8:00am-4:00pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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) Telework: Ad-hoc as needed. Virtual: This is not a virtual position.

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 Policy. English Language Proficiency: Proficient in spoken and written English as required by 38 USC 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: Medical Support Assistant GS-3 Experience or Education. High school diploma Medical Support Assistant GS-4 (a) Experience or Education. One (1) year above high school or some equivalent experience (b) Demonstrated KSAs: In addition to the experience above, the candidate must demonstrate all of the following KSAs: i. 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. ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant GS-5 (a) Experience or Education. Two (2) years above high school or some equivalent experience (b) Demonstrated KSAs: In addition to the experience above, the candidate must demonstrate all of the following KSAs: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.vi. Skill in cust