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Summary This Medical Support Assistant (MSA) position is in the Health Administration Service of the Veterans Health Care System of the Ozarks (VHSO) Position(s) are physically located at the Gene Taylor CBOC in Springfield, Missouri, Branson CBOC in Branson, Missouri, and Joplin CBOC in Joplin Missouri. Select all locations you are willing to consider. Once selected for a specific location as indicated in your application, changes in assigned location after selection will not be considered. Responsibilities Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The Medical Support Assistant (MSA) serves in Health Administration as the support clerk for the Community Based Outpatient Clinics, Emergency Department, Inpatient Wards and Reception. The MSA serves as receptionist for all persons reporting for medical care or for general specific information and will direct persons to the proper source of information for various clinics and/or services located though out the medical center. Determines and verifies eligibility and explains the requirements for medical care through the VA Medical Center. Interviews Veterans and prepares applications for medical benefits. The MSA performs typing and computer entry functions as necessary to perform all duties of this position and will be expected to prepare patient data cards. The primary duties of the Medical Support Assistant may include but are not limited to: Ensuring that all registration requests are properly entered in the computer and that appropriate disposition of all requests are done daily. Performs inpatient admission processing ensuring that proper identification of patient is obtained before admitting patient. Monitoring patient waiting areas to detect emergency situations and calling for immediate medical attention when necessary. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit/clinic, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. 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/ward. Monitoring both inpatient and outpatient appointments [in] areas of responsibility. Verifying and updating demographics and insurance information when patients check-in for appointments. Coordinating 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.). Providing knowledge of Means Test processes, counsel's patients regarding eligibility, co-payments, and other facets of Intake/Access area. Resolving patient complaints whenever possible. Processing paperwork, filing, coordinating outpatient activities with the various physicians and clinics and centralized scheduling. Including interpreting, and verifying provider orders, assignments, ensuring encounter forms are completed to obtain appropriate workload credit. interpreting and communicating requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSAs. Utilizing the Electronic Waiting List accurately in a timely manner. Notifying supervisors when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Reviewing Consults(medical/provider) daily, active/pending text orders, Encounter reports, Electronic Wait List, Recall list, and Audio care communications for accuracy and disposition. Work Schedule: Monday - Friday; 8:00am-4:30pm / To be discussed at interview. Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, higher or unique qualifications, or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Permanent Change of Station (PCS): Not Authorized 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. (1) 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, (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. Physical Requirements: See VA Directive and Handbook 5019. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit. GS-03: (a) Experience or Education. None beyond the basic requirements. (b) Assignment. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. Utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. Perform front desk duties, receives telephone call, and visitors to the MSA unit. Make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. Consult with clinic staff when processing physician scheduling and administrative orders. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates 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: (a) 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. OR, (b) Education. Two years of education above high school. Transcript must be submitted. (c) Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are 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 VA Handbook 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 scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. (d) Demonstrated Knowledge, Skills, and Abilities. Candidates 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-05: (a) Experience. One year of experience equivalent to the GS-04 grade level. OR, (b) Education. Four years of education above high school. Transcript must be submitted. (c) 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 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; 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.). (d) 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. Resume must include hours per week for work experience credit. References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. 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 sedentary but also demands standing, walking, bending, twisting, and carrying light items. 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/. 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. 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. 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.