Medical Support Assistant; Ward Administration - Nights

Overview

Summary This position serves as a medical support assistant on the inpatient wards and is under the supervision of the Ward Administration Supervisor. Occupation involves technical work concerned with processing doctor's orders and maintenance of medical records as well as all patient movements throughout the patient s hospital stay to include discharge and/or transfer of patient to other facilities.

• Provide medical support assistant services on inpatient wards within the Kansas City VA Medical Center (KCVAMC) as part of the Business Office Service (BOS).
• Receive patients/family members/visitors in person or telephonically; record and relay messages and/or redirect calls or perform scheduling changes as necessary.
• Obtain identifying information, determine the nature of the call, refer patients to the Triage Nurse when appropriate, and schedule appointments or provide information regarding outpatient clinics.
• Enter and/or retrieve information from the Clinical Information System; complete consult requests with physician guidance using the Computerized Patient Record System (CPRS).
• Type administrative notes using automation systems; manage messaging and email as applicable.
• Maintain and monitor patient appointment schedules, communicate delays to staff and patients, and coordinate/schedule appointments with other clinics or specialties.
• Manage, schedule, and monitor consult requests and various orders/requests for specialty and/or diagnostic services.
• Perform check-in and check-out for appointments and verify/edit patient demographics information and insurance information using the Insurance Capture Buffer (ICB) system.
• Schedule appointments in accordance with VHA national scheduling guidelines and refer eligibility enrollment and means test when necessary.
• Ensure patients are scheduled according to physician orders upon leaving outpatient clinics; handle rescheduling, cancellations, no-shows, and recall reminders.
• Support a wide range of duties in a clinical setting; communicate effectively with internal and external customers; provide customer service to address concerns and ensure satisfactory resolutions.

Basic Requirements

• United States Citizenship:
  Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA policy.
• English Language Proficiency:
  Proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j.
• Experience:
  
  Six months experience in clerical, office, customer service, or other administrative work indicating the ability to acquire the knowledge and skills needed for this position.
• OR
  
  Education:
  
  One year above high school.
• OR Experience/Education Combination:
  An equivalent combination of experience and education qualifying for entry level; both education and experience acceptable.
• Creditable
  
  Experience:
  
  Knowledge of MSA practices; experience must demonstrate KSAs associated with current MSA responsibilities or equivalent in a non-VA setting.
• Experience satisfying this requirement may be paid or non-paid in an MSA or equivalent role in a non-VA hospital or clinic setting.
• Quality of
  
  Experience:
  
  Qualifying experience must be at a level comparable to MSA experience or equivalent in a non-VA setting at the next lower grade level.
• Part-Time
  
  Experience:
  
  Part-time MSA experience is creditable in relation to full-time workweek.

Grade Determinations

• GS-5:
  One year of experience equivalent to the GS-4 level (includes ability to communicate courteously, ability to navigate and use automation equipment, knowledge of medical terminology, and skill in recording patient messages and understanding physician requests).
• OR
  
  Education:
  
  Four years of education above high school with demonstration of KSAs: ability to operate computerized programs; advanced medical terminology; ability to schedule appointments; ability to work independently; effective communication with internal and external customers; customer service skills.

Physical Requirements

• The work is primarily sedentary; typically the employee sits comfortably to do the work, with possible walking, standing, bending, and carrying…