Medical Support Assistant
The Medical Support Assistant (MSA) position serves at the William S. Middleton Veterans Hospital, 2500 Overlook Terrace, Madison, WI 53705. The Medical Support Assistant (MSA) is responsible for providing clinical level assistance to all Veterans in VISN 12 to ensure a smooth process for the management of his/her outpatient appointments, as well as, support work in connection with the care and treatment given to the Veterans. This includes 24/7 care to eight VA Hospitals and 39 Community Based Outpatient Clinics. The incumbent accomplishes this by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT), ensuring that the clinic setup is closely monitored to effectively support the needs of the PACT Teams, Specialty Clinics, Hospitals, and Emergency Rooms. The MSA will work with the Lead MSA in setting priorities and deadlines and providing input in problem solving operational issues or procedures. All incoming calls directed to the VISN 12 Telephone Care Service will be screened by the MSA to determine whether those calls can be appropriately handled by the agent or if they need to be directed to other team members, thus improving responsiveness to Veterans' questions and concerns and reducing the overall cost of care by controlling the use of resources. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day to day operations. Medical Support Assistant Duties Include:
- Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, and Hospitals). - Accurately maintain appointment schedules for multiple outpatient clinics within VISN 12. - Compile data regarding access to same day appointments for Veterans accessing care through Telephone Care Service (TCS). - Assist in appointment cancellation and/or coordination as requested by the Patient. - Screen/receive phone calls in a courteous and timely manner. - Determine the nature of requests and provide the information desired using privacy rules and established clinic processes. - Participates in the daily team huddles, monthly department huddles and staff meetings where patient care planning and management occur. - Document patient needs and ensure these are communicated to the PACT and Providers through the computerized triage system entitled, Call Log Reporter. - Screen patient medical and mental health concerns through Telephone Care Service (TCS) Standard Operating Procedures. - Utilizing the computerized software program Telecare Record Manager, Screening Guidelines, CPRS, and VISTA. - Notifies the PACT, Specialty Clinics, and Mental Health Providers of outside physician community care as indicated. - Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff. - Notifies his/her supervisor when clinic access is less than desirable. - Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. - Compiles weekly data and statistical reporting for average speed of answer and clinic accessibility. - Ability to work in a busy environment, multi-task, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls. - Performs other duties as assigned. Work Schedule:
Rotating Days and Evenings - Rotating Weekends and Holidays Financial Disclosure Report:
Not Required Relocation/Recruitment Incentive:
Not Authorized To qualify for this position, applicants must meet all requirements within 15 days of the closing date of this announcement, 11/20/2020. BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR, Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR, Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS TO QUALIFY FOR THIS POSITION. GRADE REQUIREMENTS:
GS-3 level None beyond the basic requirements listed above. AND Demonstrated Knowledge, Skills and Abilities:
1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 level
Experience:
One (1) year of experience in 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 Medical Support Assistant. OR, Education:
Two (2) years of successfully completed education above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) AND Demonstrated Knowledge, Skills and Abilities:
1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 level
Experience:
One (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is 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 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 VHA national scheduling guidelines. OR, Education:
Successful completion of four (4) years of education above high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) AND Demonstrated Knowledge, Skills and Abilities:
1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements:
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, repetitive keyboarding, or 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
- Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, and Hospitals). - Accurately maintain appointment schedules for multiple outpatient clinics within VISN 12. - Compile data regarding access to same day appointments for Veterans accessing care through Telephone Care Service (TCS). - Assist in appointment cancellation and/or coordination as requested by the Patient. - Screen/receive phone calls in a courteous and timely manner. - Determine the nature of requests and provide the information desired using privacy rules and established clinic processes. - Participates in the daily team huddles, monthly department huddles and staff meetings where patient care planning and management occur. - Document patient needs and ensure these are communicated to the PACT and Providers through the computerized triage system entitled, Call Log Reporter. - Screen patient medical and mental health concerns through Telephone Care Service (TCS) Standard Operating Procedures. - Utilizing the computerized software program Telecare Record Manager, Screening Guidelines, CPRS, and VISTA. - Notifies the PACT, Specialty Clinics, and Mental Health Providers of outside physician community care as indicated. - Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff. - Notifies his/her supervisor when clinic access is less than desirable. - Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. - Compiles weekly data and statistical reporting for average speed of answer and clinic accessibility. - Ability to work in a busy environment, multi-task, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls. - Performs other duties as assigned. Work Schedule:
Rotating Days and Evenings - Rotating Weekends and Holidays Financial Disclosure Report:
Not Required Relocation/Recruitment Incentive:
Not Authorized To qualify for this position, applicants must meet all requirements within 15 days of the closing date of this announcement, 11/20/2020. BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR, Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR, Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS TO QUALIFY FOR THIS POSITION. GRADE REQUIREMENTS:
GS-3 level None beyond the basic requirements listed above. AND Demonstrated Knowledge, Skills and Abilities:
1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 level
Experience:
One (1) year of experience in 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 Medical Support Assistant. OR, Education:
Two (2) years of successfully completed education above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) AND Demonstrated Knowledge, Skills and Abilities:
1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 level
Experience:
One (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is 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 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 VHA national scheduling guidelines. OR, Education:
Successful completion of four (4) years of education above high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) AND Demonstrated Knowledge, Skills and Abilities:
1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements:
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, repetitive keyboarding, or 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.
- Department:
0679 Medical Support Assistance - Salary Range:
$27,800 to $45,393 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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