Clarification from the agency

This announcement is opened to current Permanent VA employees only. The first area of consideration is Facility employees (TVHS). The second area of consideration is current, permanent nationwide VA employees . The third area of consideration is current, permanent Federal Employees.

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The incumbent serves as a Medical Support Assistant (MSA) in the Outpatient Clinic Operations section, Department of Veterans Affairs, Tennessee Valley Healthcare System. The incumbent reports to the Supervisory Medical Support Assistant, Outpatient Clinic Operations of both Primary Care and Specialty areas of the service. The incumbent performs duties related to the receipt, intake, and indexing of health administrative information. The incumbent will interface with personal computer (PC) applications as well as Vista, GUI, CPRS, Skype, Email, and VARR.

The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Employee plans and organizes work general assistance from the supervisor as to meet local and VA - wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Employee is responsible for maintaining the confidentiality of information obtained to carry out required duties.

Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies, and instructions. Perform other duties as assigned.

Assignments at this level include, but are not limited to:

1. 1. Scheduling, cancelling, re-scheduling patient's appointments and/or consults
   2. Entering no-show information
   3. Monitoring the electronic wait list
   4. Preparing for clinic visits
   5. Monitoring both inpatient and outpatient appointments for areas of responsibility
   6. Ensuring encounter forms are completed to obtain appropriate workload credit
   7. Verifying and updating demographics and insurance information
   8. Processing all emergency and non-emergency transfers to other VA facilities or private hospitals
   9. Performing basic eligibility, co-pays and preauthorization requirements for specific coverage, printing the (EARR) Encounter Action Required Report for the area assigned daily.
   10. Adhere to the daily work procedures.
   11. Adhere to the phone call etiquette with all veterans and TVHS Staff.

Functions

1. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Has the skill to refrain from giving medical advice.
2. Health Care process. Advanced knowledge of the technical health care process as it relates to access to care, and clinic management.
3. Applies Knowledge of Medical Terminology. Demonstrates advanced knowledge of medical terminology to be able to communicate effectively with both professional and non­ professional employees.
4. Proficiency in Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirement and is a qualified typist having the necessary keyboarding skills?
5. Works Independently. Works in a proficient and self-directed manner, setting priorities
6. and coordinating work in accordance with established processes, policies and regulations.
7. Skillful Documentation. Skillful in the documentation of calls. Documents all calls in the telephone triage computerized documentation software.
8. Communication. Effectively communicates, both orally and in writing, in order to meet program objectives, may be responsible for presenting data to various organizational levels.

Physical Demands:
The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.


Work Schedule: Monday-Friday 7:30am - 4:00pm or service assigned tour. May include rotating shifts
Telework: NOT AVAILABLE
Virtual: This is not a virtual position.
Functional Statement #: 0000000
Relocation/Recruitment Incentives: 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-3:Experience or Education. None beyond the basic requirements; AND In addition to the basic requirements, Candidates must demonstrate all of the KSAs below:

1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
2. Ability to utilize computer systems to enter administrative data in patient systems.
3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

Medical Support Assistant, 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; AND In addition to the basic requirements for a GS-4, Candidates must demonstrate all of the KSAs below:

1. 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.
2. 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.
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant, GS-5 (Full Performance Level): To qualify candidates must meet either:

1. 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,
2. Education. Four years of education above high school; AND

Candidates must demonstrate all of the KSAs below:

1. 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.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to [schedule medical] appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6. 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 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: 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.

How you will be evaluated

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, résumé, 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.