Summary The Primary Purpose of the Position is: To perform administrative and clerical support work relating to the care and treatment given to patients of the inpatient units, outpatient clinics, ancillary support services, scheduling call center, Eligibility/Enrollment Office, Beneficiary Travel Reimbursement office, and Compensation and Pension office at these facilities. The Organizational Location of the Position is: Health Administration Service, VA North Texas Health Care System (VANTHCS). Responsibilities Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Duties include but are not limited to: Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patient's eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, reschedules follow-up and/or consult appointments, travel arrangements, and Compensation and Pension appointments. Responsible for accessing electronic medical records, reviewing, and verifying provider's orders for patient treatment, entry of doctor's orders, consult requests and reviewing updated alerts from providers. Interacts with bed control nursing staff to coordinate patient flow and provide a real-time bed management system. Uses VistA to record, and initiate patient movement computer entries appropriate to patient status (admission, observation, inter-ward transfer, bed assignments, pass/authorized absence, ASIH, and lodgers, provider entry or changes, treating specialty, discharge type or other). Performs eligibility, copays, and travel reimbursement determinations as well as preauthorization actions. Responsible for c-file management to include: receipt acknowledge of all incoming medical records, breakdown, reorganization of and out-processing of records following the medical examination. Processes emergency and non-emergency transfers to other VA facilities or private hospitals. Possess the knowledge and understanding of the guidelines associated with the Electronic Wait List, Vista Scheduling Enhancements (VSE). Monitors, request, scan, and updates patient insurance information via insurance buffer software (ICB-NTX-live) and or the Pre-registration program. Verifies, updates, and confirms current demographic information from Kiosk in VetLink, and use of Veteran Scheduling Enhancement (VSE) and/or Veterans Health Information and Technology Architecture (Vista) software packages- preregistration menu when patient's check-in for their scheduled or unscheduled appointment. Performs pre-registration via telephone during pre-appointment and pre-registration calls by proper identification of patients by requesting identifiers such as date of both, next of kin and full social security number. Verify submitted information from Kiosk into Vista beneficial travel package to ensure patients are eligible and compensated for mileage according to VHA travel directive. Prepares and provides patient with travel voucher during or after appointment time. Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope to obtain appropriate workload credit. Reviews VSE open request, appointments or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews. Monitors and schedules appointments from clinical consult request within the guidelines of VHA Scheduling Directive. Monitors the Medical School's provider schedule and confirms clinic coverage. Contacts provider/intern for confirmation and apprises supervisor of any changes. Updates documents that reflect the changes in the staffing of providers in the reports that are being provided to upper management and/or outgoing sources. Work Schedule: M-F 7:30am-4:00pm or 8:00am-4:30pm, will be based on the needs of the service. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized. If selected you maybe offered a relocation incentive. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 50522-F Permanent Change of Station (PCS): Not Authorized 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 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. Certification: None required. Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard 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: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 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. 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. 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. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than15 pounds. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part 11, 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). Grade Determinations: Medical Support Assistant, GS-3 Experience or Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. 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. Knowledge of basic medical terminology to assist in the provision of care to patients 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 Experience One year of experience equivalent to the GS-4grade level; OR, Education. Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all 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: Previous Clerical or Administrative type work 1 year of experience operating computer programs, applications and systems (i.e. email, Word, excel, Vista, CPRS) 1 year of good customer service experience Previous experience receiving and making telephone calls Experience working independently to accomplish duties or tasks Experience resolving informal/formal complaints from customers 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-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: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.