Medical Support Assistant (Ward)

Veterans Affairs, Veterans Health Administration | Charleston, SC

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Posted Date 5/19/2020
Description OUR MISSION: To fulfill President Lincoln's promise - "To care for him who shall have borne the battle and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

This position is located in the Patient Administration Section (PAS) of the Health Administration Service (HAS) at the Ralph H. Johnson VA Medical Center. The Ward Medical Support Assistant (MAS) is responsible for a wide range of assignments and
provides administrative support to the Section. The Ward MSA provides administrative assistant work in support of the care and
treatment given to patients on an inpatient ward or other unit of the medical facility.

There are multiple openings within various service lines which will be discussed during the interview process.

Work Schedule: 1530-mid (2nd shift) with rotating weekends and holidaysPhysical Requirements: The work of the positions is primarily sedentary and requires no special physical demands. It may involve some walking, standing, bending, or carrying of light items. Concentration and sustained performance under prolonged stress is required because of the time factors involved with completion of work. Work involves extended periods of keyboarding. Selected applicants will be required to complete an online onboarding process.

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
  • (1) Experience. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or
  • (2) Education. One year above high school; or
  • (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Certification. None required.
  • Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U. S. programs.
  • Physical Requirements.See VA Directive and Handbook 5019.
  • 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.
Grade Determinations:
GS-3 MSA (Entry Level)
(a) Experience or Education. None beyond the basic requirements.

(b) Assignment. This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.

GS-4 MSA (Developmental Level)
(a) Experience or Education. One year of experience in clerical, 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.

(b) Assignment. This is a developmental level MSA position. It is expected that MSAs receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor. Assignments at this 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. The MSA refers all questions requiring immediate medical attention to appropriate health care team member.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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.

GS-5 MSA (Full Performance Level)
(a) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school.

(b) Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for 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's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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: VA Handbook 5005 Part II Appendix G45

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.

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