The incumbent serves as a Medical Support Assistant assigned to the Radiology Service. (Washington, DCVAMC). The incumbent's work impacts the administrative aspect of patient care, including access, 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 national scheduling guidelines.
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: 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. 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: GS 05 Requirements Experience: One year of experience equivalent to the [GS-4] grade level; OR, Education: Four years of education above high school. 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. Preferred 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is a GS-05. The actual grade at which an applicant may be selected for this vacancy is a GS-05. Physical Requirements: See VA Directive and Handbook 5019. 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, frequent keyboard usage, and 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. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
Duties: schedule, cancel, re-schedule patient appointments and or consults. Enter no-show information and monitor appointment requests from multiple electronic sources. Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic. Monitor both inpatient and outpatient appointments in areas of responsibility. Verify and update demographics and insurance information when patient's check-in for appointments. Coordinate administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment t-type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.) Serve as an initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. Utilize practical knowledge of computerized data entry, information processing systems and software related to patient care, Washington DCVA and Radiology services, basic rules and regulations governing visitors and patient treatment. Apply, knowledge of standard procedures, utilizing medical records, and medical terminology. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. A large part of the duties is acting as a receptionist at any of radiology clinics, either face-to face or telephonically, requiring excellent customer service skills. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized