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Duties

The work of this position is performed under the general supervision of a Supervisory Medical Support Assistant in a Patient Aligned Care Team or Specialty Care setting and is evaluated for appropriateness and compliant to policy. The supervisor will provide direction in terms of objectives, priorities and deadline.

Major Duties:

Sets and adjusts short-term priorities. Assures timely accomplishment of the workload.
Performs a variety of administrative functions which support clinic/program operations including but not limited receiving/relaying incoming and outgoing telephone messages, receiving and directing patients and visitors, answering routine inquiries, scheduling appointments, managing consults, and maintaining supplies.
Promotes team building and improves business practices.
Collects and compiles information as needed to carry out the work of the clinic, program or department.
Follows established clinic and appointment scheduling business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare, and missed opportunities.
Routinely and timely shares pertinent information.
Routinely accepts other ideas and integrates appropriate ones into practice.
Routinely uses email communication as well as verbal communication in an appropriate manner.
Refers all questions requiring immediate medical attention to appropriate health care team member.
Fields and resolves customer complaints. Refers more serious unresolved complaints to a higher-level supervisor.

Work Schedule: Administrative days, M-F - Exact hours are to be determined and discussed in interviews
Telework: Ad Hoc Only
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Authorized
Fi nancial Disclosure Report: Not required

Requirements

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.
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

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document***

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.
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).

Medical Support Assistant (Advanced) GS-6

This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following:

REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:

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;

Schedule medical appointments in a clinical setting;

Work independently in the accomplishment of a wide variety of duties performing patient support work;

Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers;

Customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below:

Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.

Ability to independently set priorities and organizes 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, with internal and external customers. 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 patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.

References: VA Handbook 5005/117 Part II Appendix G45

The full performance level of this vacancy is GS-6.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

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: (link removed) 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: (link removed)

Additional information

The

US Veterans Health Administration

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