Medical Support Assistant

Summary The incumbent serves as a Medical Support Assistant (MSA) to Patient Care Services and will be responsible for supporting inpatient, Community Living Center, Emergency Department, and the Acute Inpatient Mental Health (AIMH) units for the Ann Arbor VA. The MSA performs a full range of administrative and clerical duties as a member of the healthcare team and serves as the liaison between the nursing staff in their assigned area and customers both internal and external to the medical center. Responsibilities Duties The MSA is responsible for screening individuals before entry to the facility, greeting patients and visitors and administrative tasks related to ward management. Assignments at this level include, but are not limited to: Verifying and updating demographics and insurance information when patients check in for appointments Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic. Coordinates administrative functions relating to emergency and non-emergency transfers to other Veterans Affairs (VA) facilities or private hospitals and determines appointment type based on the patients eligibility status (e.g., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Maintains active medical records; Prepares transfer and discharge charts. Work Schedule: Full Time, Varying/Rotating Shifts, Weekday, Afternoon, and Evening Shifts, Holiday and Weekend work schedules .Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Medical Support Assistant/GS0679-5 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) – See “Additional Information” below for details. Qualifications 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. Experience and Education. Experience. Six months experience of 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. 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. 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 Requirements: Creditable Experience Knowledge of MSA Practices. 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 a MSA or an equivalent position in a non-VA hospital or clinic setting. 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 a 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. 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 to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time work week of credit for each two-weeks of service. Grade Determinations: Medical Support Assistant, GS-3 (Entry Level)You must meet the Basic Requirements outlined above. In addition you must be able to demonstrate all of the Knowledge, Skills, and Abilities (KSAs) listed below: 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. Medical Support Assistant, GS-4 (Developmental Level) 1. Experience: One 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 position. Examples of experience include but are not necessarily limited to: meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments; utilize computer systems to enter administrative data in patient systems; utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. OR. Education: Two years above high school. AND Demonstrated Knowledge, Skills, and Abilities: In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: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. Medical Support Assistant, GS-5 (Full Performance Level) Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience would include but not be limited 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; 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. OR Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities: In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: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: APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679. Physical Requirements: Work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching and lifting moderately heavy items such as manuals and record boxes. Work environment is in an adequately lighted, heated, and ventilated medical facility setting. The work environment involves everyday discomforts or risks that require normal safety precaution Education There is no education substitution at this grade level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicants criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.