Medical Support Assistant

Veterans Affairs, Veterans Health Administration | Pittsburgh, PA

Posted Date 3/25/2020
Description The Medical Support Assistant (MSA) within VA Pittsburgh Healthcare System will perform various administrative functions across select work areas. Incumbent may be assigned to: Compensation & Pension, Occupational Health, Health Administrative Services, Primary Care, Patient Care Services, Critical Care, Emergency Medicine, Behavioral Health and Chief of Staff Service Lines.

The MSA within VA Pittsburgh will be assigned to a select service line within our medical facilities. The incumbent may be assigned to either the HJ Heinz or University Drive campus. The typical duties include, but not limited to: scheduling, cancelling or rescheduling patient appointments or consultations; entering data to update no-show status; collect, verify and capture insurance information related to specific health visits; prepare administrative areas for clinic start/close times; monitor both in/outpatient appointments; ensure encounter forms are completed to warrant workload credit; verifies/updates demographic information; processes all emergency and non-emergency transfers to other facilities or private-sector facilities; completes basic patient eligibility, co-pay and pre-authorization requirements for select areas. The incumbent must be customer oriented and conduct themselves in a professional, courteous and friendly manner at all times.

Work Schedule: 7:00AM - 3:30PM / 11:00AM - 7:30PM / 3:00PM - 12:00AM. Various schedules are available; this could include evening, night, weekends and holidays.
Financial Disclosure Report: Not required

IF YOU ARE A U.S. CITIZEN, PLEASE APPLY TO ANNOUNCEMENT: CBSZ-10747669-20-SSB

***THIS IS A BARGAINING UNIT POSITION***


ALTHOUGH INCUMBENT WILL BE ASSIGNED TO A PARTICULAR DUTY STATION, THEY MAY BE REQUIRED TO PERFORM DUTIES AT BOTH CAMPUSES (HJ HEINZ & UNIVERSITY DRIVE).

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.
  • English Language Proficiency: All MSA's must be proficient in spoken and written English in accordance with VA HANDBOOK 5005, PART II, Chapter 3, Section A, Paragraph 3J.
  • Experience: Six-months 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.
Preferred Experience: Experience within a clinical setting that illustrates the candidates ability to collaborate, communicate, set priorities and organize the work in order to meet deadlines, ensuring compliance with established processes, policies and regulations.

Grade Determinations:
GS-3:
Experience/Education: None above the basic requirements.
Assignment: This is an entry-level MSA position. It is expected that MSA's at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSA's apply general rules and policies relating to clinic functions, staff and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone calls and visitors to the MSA area. They make and cancel appointments, review patient records for information and review patient demographics and conduct insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders.
Demonstrated Knowledge, Skills and Abilities (KSA's), Candidates must demonstrate all the KSA's listed 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-4:
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,
Education: Two years of education above high school.
Assignment: 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 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. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.
Demonstrated Knowledge, Skills and Abilities (KSA's), Candidates must demonstrate all the KSA's listed 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:
Experience: One year of experience equivalent to the GS-4 grade level; OR,
Education: Four-years of education above high school.
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 national 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; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic 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.).
Demonstrated Knowledge, Skills and Abilities (KSA's), Candidates must demonstrate all the KSA's listed 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, 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.

Physical Requirements: The work requires some physical exertion, such as periods of standing when teaching; some walking, bending, crouching, stooping, stretching, or similar activities when visiting work sites; and some moderate lifting and carrying. At other times the work is sedentary in nature, requiring the use of a computer. Light lifting (under 15 pounds); Light carrying (under 15 pounds); Reaching above shoulder; Use of fingers, Both hands required; Walking (1-2 hours);Standing(1-2 hours); Both legs required; Near vision correctable at 13" to 16" to Jaeger 1 to 4; Far vision correctable in one eye to 20/20 and to 20/40 in the other; Depth Perception; Ability to distinguish basic colors.

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