The Medical Support Assistant in the Surgical Care Clinics at the Zablocki VA Medical Center in Milwaukee, WI. The work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance.
BASIC REQUIREMENTS CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college, or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED)OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. Qualification Must possess one (1) year of experience that is directly related to the duties of a MSA? To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience at this level includes assignments such as advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system to include interpreting and verifying provider orders; 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; and coordinating administrative functions relating to emergency and non-emergency transfers to other facilities. In addition, applicants must demonstrate the following KSAs: AND You also must demonstrate the following KSAs KNOWLEDGE, SKILLS, AND ABILITIES: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process (including, but not limited to scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
This is an Open Continuous Announcement (OCA). Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Although this announcement is open until May qualified individuals will be considered immediately when a vacancy occurs. First review of applicants will occur in one week. You will be notified when your application has been referred to selecting officials. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The duties of a Surgical Care Clinic MSA is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. The attendance at Morning Huddle is required and may include assessing staffing needs in other clinics to fill-in for or interact with other Surgical Care Clinic employees and clinical/administrative staff in these areas. Interdisciplinary coordinated care delivery model (i.e. Surgical Care) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers & clinics as conflict with staffing and/or coverage occurs. Confirms patients are ready for clinic appointments by providing prep material and/or instructions prior to appointment date. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The MSA participates in daily huddles and treatment team meetings where patient care planning and management occur. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Work Schedule: 7:30am-4:00pm, Monday-Friday Compressed/Flexible: Not available Telework: This is not eligible for Telework. Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not required