Medical Support Assistant
Major duties include:
Provides guidance and assistance to the Mental Health staff regarding the Department of Veterans Affairs (VA) regulations, policies, and procedures relevant to Mental Health and general health care administration guidelines. Provides orientation to Veterans and professional staff concerning Mental Health clinic routines as well as administrative and clinical programs and services. Provides information and technical support on availability of administrative and clinic services, points of contact and necessary authorizations and approval. Maintains close liaison with professional staff to expedite emergency requests in day-to-day Mental Health care delivery. Must coordinate required procedures during emergencies such as acute psychiatric distress, code blue, death or sudden relapse of outpatients. Compiles Mental Health workload data and prepares appropriate reports, assuring accuracy, timeliness, and proper concurrence/routing. Serves as liaison with professional staff for administrative problems that arise in the clinic, resolving the problem or contacting the MSA Supervisor or the Administrative Officer for Mental Health. Serves as receptionist/MSA for all Mental Health clinics and staff, having telephonic and in-person interactions with Veterans, clinical staff, and other health care system personnel. The incumbent may be asked at times to provide similar coverage for a diverse range of specialty Mental Health clinics. Effects computer entry to record Veteran's arrival in the clinic. Interprets and transcribes provider orders from encounter note. Explains necessary test/procedure preparation to Veterans and records information, such as date, type of exam, and procedure required, on appointment cards. Ensures follow up appointments/procedures are coordinated/scheduled to avoid any unnecessary trips by the Veteran to obtain care on a timely basis. Responsible for diverse output of computer data, such as (1) appointment lists before start of clinic, (2) letters for appointments (Veteran leaves clinic without appointment or computer downtime), (3) print No-Show list at end of each clinic, (4) mark No-Show appointments in appointment management system at end of the scheduled appointment time (5) reappointment letters for No Shows/reschedules, and (6) transcribing staff orders which cannot be addressed at time of appointment due to coordination with another service (7) or staff Chart Reviews with tests results (released at a later date), etc. Responsible for updating Mental Health missed opportunity improvement initiative posters/flyers. May participate in Mental Health committees, workgroups, RCAs, or task forces as an administrative member or as the recording secretary responsible for transcribing minutes. Responsible for completing basic training in the operation of tele-mental health equipment, assisting providers with basic, equipment trouble shooting, equipment setup, escorting Veterans to and from tele-mental health appointments, and scheduling of tele-mental health appointments across multiple VATVCBHCS Mental Health clinics. Frequently receives unclear inquiries from Veterans concerning a variety of medical, psychiatric, personal and administrative matters; determines nature of inquiry and independently responds to administrative questions and refers Veteran to other medical center staff when necessary. Has intimate knowledge of all Mental Health and specialty clinics which require professional staff approval for scheduling into clinics. In performance of official duties, the incumbent has regular access to printed and electronic files containing sensitive data which has been protected under the provisions of the Privacy Act of 1974, and other applicable laws, Federal regulations, VA statutes and policy, and VITA policy. Incumbent is responsible for (1) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletion, and (2) following applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as outlined in the computer access agreement which the employee signs. Ensures appropriate forms are available for Mental Health staff to complete requests for consultations, prosthetics, etc. Ensures Veteran demographics, insurance information, and MEANS tests are correct and/or makes corrections per Veteran's information. Makes suggestions to the MSA Supervisor or Administrative Officer for Mental Health regarding efficient accomplishment of tasks, potential problem areas and possible solutions. Work Schedule:
8:
00 am - 4:
30 pm, Monday - Friday Financial Disclosure Report:
Not required 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:
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. Certification:
None required. Preferred
Experience:
Ability to manage clinics and schedule appointments Ability to use a computer and Microsoft applications Knowledge of medical terminology Ability to communicate in a professional manner both orally and in writing. Grade Determinations:
GS-5:
Experience:
One year of experience equivalent to the GS-4 grade level; OR, Education:
Four years of education above high school. Candidates must demonstrate all of the KSAs below:
i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. References:
VA Handbook 5005/117 Part II Appendix G45, August 1, 2019 The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is the GS-05. Physical Requirements:
The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
Estimated Salary: $20 to $28 per hour based on qualifications.
Provides guidance and assistance to the Mental Health staff regarding the Department of Veterans Affairs (VA) regulations, policies, and procedures relevant to Mental Health and general health care administration guidelines. Provides orientation to Veterans and professional staff concerning Mental Health clinic routines as well as administrative and clinical programs and services. Provides information and technical support on availability of administrative and clinic services, points of contact and necessary authorizations and approval. Maintains close liaison with professional staff to expedite emergency requests in day-to-day Mental Health care delivery. Must coordinate required procedures during emergencies such as acute psychiatric distress, code blue, death or sudden relapse of outpatients. Compiles Mental Health workload data and prepares appropriate reports, assuring accuracy, timeliness, and proper concurrence/routing. Serves as liaison with professional staff for administrative problems that arise in the clinic, resolving the problem or contacting the MSA Supervisor or the Administrative Officer for Mental Health. Serves as receptionist/MSA for all Mental Health clinics and staff, having telephonic and in-person interactions with Veterans, clinical staff, and other health care system personnel. The incumbent may be asked at times to provide similar coverage for a diverse range of specialty Mental Health clinics. Effects computer entry to record Veteran's arrival in the clinic. Interprets and transcribes provider orders from encounter note. Explains necessary test/procedure preparation to Veterans and records information, such as date, type of exam, and procedure required, on appointment cards. Ensures follow up appointments/procedures are coordinated/scheduled to avoid any unnecessary trips by the Veteran to obtain care on a timely basis. Responsible for diverse output of computer data, such as (1) appointment lists before start of clinic, (2) letters for appointments (Veteran leaves clinic without appointment or computer downtime), (3) print No-Show list at end of each clinic, (4) mark No-Show appointments in appointment management system at end of the scheduled appointment time (5) reappointment letters for No Shows/reschedules, and (6) transcribing staff orders which cannot be addressed at time of appointment due to coordination with another service (7) or staff Chart Reviews with tests results (released at a later date), etc. Responsible for updating Mental Health missed opportunity improvement initiative posters/flyers. May participate in Mental Health committees, workgroups, RCAs, or task forces as an administrative member or as the recording secretary responsible for transcribing minutes. Responsible for completing basic training in the operation of tele-mental health equipment, assisting providers with basic, equipment trouble shooting, equipment setup, escorting Veterans to and from tele-mental health appointments, and scheduling of tele-mental health appointments across multiple VATVCBHCS Mental Health clinics. Frequently receives unclear inquiries from Veterans concerning a variety of medical, psychiatric, personal and administrative matters; determines nature of inquiry and independently responds to administrative questions and refers Veteran to other medical center staff when necessary. Has intimate knowledge of all Mental Health and specialty clinics which require professional staff approval for scheduling into clinics. In performance of official duties, the incumbent has regular access to printed and electronic files containing sensitive data which has been protected under the provisions of the Privacy Act of 1974, and other applicable laws, Federal regulations, VA statutes and policy, and VITA policy. Incumbent is responsible for (1) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletion, and (2) following applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as outlined in the computer access agreement which the employee signs. Ensures appropriate forms are available for Mental Health staff to complete requests for consultations, prosthetics, etc. Ensures Veteran demographics, insurance information, and MEANS tests are correct and/or makes corrections per Veteran's information. Makes suggestions to the MSA Supervisor or Administrative Officer for Mental Health regarding efficient accomplishment of tasks, potential problem areas and possible solutions. Work Schedule:
8:
00 am - 4:
30 pm, Monday - Friday Financial Disclosure Report:
Not required 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:
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. Certification:
None required. Preferred
Experience:
Ability to manage clinics and schedule appointments Ability to use a computer and Microsoft applications Knowledge of medical terminology Ability to communicate in a professional manner both orally and in writing. Grade Determinations:
GS-5:
Experience:
One year of experience equivalent to the GS-4 grade level; OR, Education:
Four years of education above high school. Candidates must demonstrate all of the KSAs below:
i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. References:
VA Handbook 5005/117 Part II Appendix G45, August 1, 2019 The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is the GS-05. Physical Requirements:
The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
- Department:
0679 Medical Support Assistance - Salary Range:
$35,100 to $45,632 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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