Medical Support Assistant

Summary

The VA Northeast Ohio Healthcare System is recruiting for a Medical Support Assistant. The Medical Support Assistant will function within Community Outpatient Services at the Lake County VA Clinic (Willoughby Ohio).

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Duties

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Total Rewards of an Allied Health VA Career: Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

Total Rewards of a Medical Support Assistant Career: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

• Working collaboratively in an interdisciplinary care delivery model, utilizing effective organizing, problem solving and decision making abilities to perform receptionist, customer service, and administrative duties to ensure the proper and timely treatment of patients.
• Maintain appointment schedules - scheduling, rescheduling and cancelling appointments
• Providing reception to incoming and outgoing customers and communications
• Manual and electronic data entry
• Reviewing and updating patient demographics and insurance verification
• Providing administrative support to clinical colleagues
• Receiving and directing phone calls in a courteous and timely manner
• Determining nature of requests and providing the information desired without violating privacy rules and established clinic processes
• Requesting medical records from community healthcare facilities
• Monitors intra and inter facility consults through completion.
• Contacting patients with appointment reminders
  
  

Work Schedule: Monday - Friday; 8am - 4:30pm.

Telework: Not eligible

Virtual/Remote: This is not a virtual/remote position.

Functional Statement #: GS-3: 91460-A, GS-4: 91461-A, GS-5: 91462-A

Financial Disclosure Report: Not required

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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.
• Must pass pre-employment physical examination.
• 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. 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 3j.
  
  

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:GS-3 Medical Support Assistant (Entry Level)

Experience Or Education. None Beyond The Basic Requirements.

GS-4 Medical Support Assistant (Developmental Level)Experience or Education. One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school.

OR

At least two years of education above high school.

Demonstrated Knowledge Skills and Abilities. Candidates must demonstrate 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 (Full Performance Level)Experience or Education: One year of experience equivalent to the next lower grade level or 4 years of education above high school. Assignments at the GS-4 level include but are not limited to: interacting with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts 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

At least four years of education above high school.

Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate [all of] the KSAs below:

• 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.
  
  

References: VA Handbook 5005/53, Part II, Appendix G45.The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.



Physical Requirements: Work is primarily sedentary. Some walking between buildings to other offices carrying/lifting small and/or lightweight items. Work involves working with computers and office equipment. Long periods of sitting and telephone calling.

Education


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.



Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

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 applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.

VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

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