Summary
The Medical Support Assistant provides support to the Inpatient Ward, Emergency Room, Baggage Claims, Environmental Care and Call Center. The Call Center is located at the Nonconnah Boulevard VA Clinic in Memphis, TN. These positions are part of an integral team used to carry out the day-to-day administrative operations of the assigned locations.
Clarification from the agency
Open to All U.S. Citizens. If you are a current permanent VA Nationwide employees or permanent Federal employees of anther Agencies please apply to CBTG-12209896-24-CS for consideration.
This position is hybrid title 38 occupations reported among the occupations with the largest staffing shortages and, therefore, under 38 U.S.C. ยง 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the FY 2024.
Duties
The Medical Support Assistant performs duties related to the receipt, intake, and indexing of health and administrative information. In addition to face-to-face interactions with the Veteran(s) and/or Veteran's family, the incumbent will interface with personal computer (PC) applications as well as numerous Vista applications. The MSA works as a member of a collaborative team with other health care members. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospital, diagnostic and treating facilities, and community-based programs.
The incumbent serves as a Medical Support Assistant in the Business Office Service for the Memphis VA Medical Center.
The MSA is responsible for scheduling discharge orders, admission and discharging of patients and answering the operation phone system for the VA. Assignments at this level include but are not limited to: interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, scheduling, cancelling, re-scheduling patients appointments and/or consults, entering no-show information, preparing for clinic visits, monitoring both inpatient and outpatient appointments for areas of responsibilities, daily review of encounters forms are completed by the appropriate clinic staff in order to obtain appropriate workload credit, verifying and updating demographics and insurance information, performing basic eligibility, co-pays and preauthorization requirements for specific coverage. They also encourage and support enrollment/authentication of Veterans in My HealtheVet Program.
Assignments at the full performance level MSA includes but are not limited to interacting with both internal and external customers.
Incumbent assists with clinic access contingency plans by adjusting appointments times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and or coverage occurs.
Incumbent supports patient safety standards by verifying Veteran's identification using two forms of identification; name, full social security number and/or birth date.
Collects, scans, and updates health insurance information and updating information in the Insurance Capture Buffer (ICB) system.
Incumbent is able to communication the VA's mandate to collect insurance information from Veterans, and their families, and other eligible patients. This position obtains medical information from patients, coordinates information and actions related to patient care and service at each interface. This MSA also refers all questions requiring immediate medical attention o appropriate health care team members.
Incumbent logs and keeps track of any information left, lost, or found in the hospital.
The Full Performance Level MSA fully participates in daily team huddles and/or meetings where patient care planning and management occur.
Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers {patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.
Job duties include, but not limited to:
- Scheduling discharge orders, admission and discharging patients
- Answering the operation phone system for the VA
- Scheduling, cancelling and rescheduling patients appointments and/or consults, entering no-show information
- Preparing for clinic visits
- Monitoring both inpatient and outpatient appointments for areas of responsibilities
- Verifying and updating demographics and insurance information, performing basic eligibility, co-pays and preauthorization requirements for specific coverage
- Verifying Veteran's identification using two forms of identification; name, full social security number and/or birthdate
- Obtains medical information from patients, coordinates information and actions related to patient care and service.
- Refers all questions requiring immediate medical attention to appropriate health care team members.
Work Schedule: Monday-Sunday- Full-Time- 40 Hours a week. Shifts include: 7:30 AM-4:00 PM, 8:00 AM-4:30 PM, 3:30 PM-11:00 PM, 4:00 PM-12 PM OR 12:00 PM-8:00 AM
Telework: Not Available
Virtual: This is not a virtual position
Functional Statement #: PD 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
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
Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
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. 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.
- 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).
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard (August 1, 2019) are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title]38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Grade Determinations:
Medical Support Assistant, GS-5 (Full Performance Level): To qualify candidates must meet either:
- Experience: One year of experience equivalent to the GS-4 grade level which includes, but 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 VHA national scheduling guidelines. [MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. OR,
- Education. Four years of education above high school; AND
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: August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45The full performance level of this vacancy is GS-5.
Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.
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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
To apply for this position, you must provide a complete Application Package which includes:
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (VA)
- Other (1)
- Resume
- SF-15
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/30/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12209895.
- To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
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