Medical Support Assistant

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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: Six months experience: 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. Grade Requirements: GS-3: Experience: None, Beyond Basic Requirements listed above. Demonstrated Knowledge, Skills, and Abilities (KSAs):(Candidate must demonstrate [all of] the KSAs below): Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. ——————————————————————– GS-04: In addition to the Basic Requirements for employment listed above, the candidates must posses at least one (1) year of specialized experience equivalent to the GS-03 grade level. Experience: One year of experience in a 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: Two (2) years of education 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. Demonstrated Knowledge, Skills and Abilities (KSAs): (Candidate must demonstrate [all of] the KSAs below): 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. 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. ——————————————————————– GS-5 MSA (Full Performance Level)Experience: In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the next lower grade level GS-4 OR Education: Four years of education 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. Demonstrated Knowledge, Skills, and Abilities (KSAs): 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. 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 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.). References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679. Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted);
The Northern Arizona VA Health Care System is seeking a highly energetic candidates to fill the Medical Support Assistant vacancy within Health Administration Service within the Ward Department. Ideal candidates resume will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computerized programs, and scheduling of appointments.