Summary The incumbent serves as the Medical Support Assistant (MSA) assigned to the Nursing Community Living Center (CLC) and s/he will be responsible for providing full clerical and administrative support. The MSA position is a foundational role within the Patient Centered Care Initiative. The incumbent works collaboratively with members of the health care team. Responsibilities - As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at VA. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. - Utilizes professional communication etiquette in all modes of customers contact in-person, telephone, and email correspondence. - Responds to client requests and seeks resolution of family/patient/employee complaints; will forward unresolved complaints to supervisor, when appropriate. - Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for residents. - Coordinates and schedules the travel to various UCSF campus, other VA facilities or other private hospitals emergency and non-emergency appointments. - Manages position responsibilities with some supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Maintain the electronic white board for emergency preparedness. -Updates the Bed Management Solution BMS as part of the VISN 21 requirement to reflect current operational beds and active bed status; changes in patient room assignments need to be entered in the BMS; isolation room icons and EMS icons are entered to reflect bed status and metric on EMS response to clean time is measured. As assigned by supervisor. performs environment of care (EOC) rounds, assist with maintaining equipment inventory and required maintenance dates. - Serves as the coordinator for the maintenance of equipment with Engineering to ensure that all work requests are completed timely. - Ensures accurate information is entered into the Veterans Health Information Systems and Technology Architecture (VistA) computer system, and the Computerized Patient Record System (CPRS). - Receives telephonic requests for information and transmits requests to the appropriate physician. Incumbent will receive customers in-person, as well as gives and/or receives information to and/or from patients over the telephone at the request of the supervisor and/or other members of the health care team. VistA and Outlook email programs will also be utilized for communication with all staff and team members. - Explains to veterans the importance of keeping appointments (avoiding no-shows) and the impact it has on the health care system. - In collaboration with the Release of Information (ROI) Unit, incumbent assists with the completion of ROI requests, usually by providing information and forms, then forwarding information/requests to the ROI Unit. S/he will assist the ROI Unit with requests for non-VA medical records of our co-managed patients by requesting these documents from her/his clinic workstation. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and Vista Imaging software. Coordinating with Voluntary Services for obtaining personal items, ordering air beds, and releasing of computerized delayed orders for new admissions in the Computerized Patient Record System (CPRS) Functions as a member of the CLC healthcare team. - Observes patients for physical or emotional reactions, providing reassurance during activities. - Performs ordering of supplies and equipment using automated systems within the medical center, maintains accountability of the clinic hand receipt. - Incumbent will regard fellow Medical Support Assistants, Program Support Assistants, other administrative staff and clinical personnel as professionals and team members. S/he will take the initiative to assist fellow clerk team members during peak workload times and when there are staffing shortages, regardless of the assigned area within the Community Living Center. - Perform other duties as required. Work Schedule: 0730-1600 Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized 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. 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 accepted. 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-3 Medical Support Assistant (Entry Level)Experience or Education. None beyond the basic requirements. Demonstrated Knowledge Skills and Abilities. Candidates must demonstrate 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. GS-4 Medical Support Assistant (Developmental Level) Experience or Education. One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR two years of education above high school. Demonstrated Knowledge, Skills and Abilities (KSAs): The candidate's application/resume will be rated against the following KSAs. 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. GS-5 Medical Support Assistant (Full Performance Level) Experience/Education. One year of experience equivalent to the GS-4 grade level OR four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. 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 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 work independently in the accomplishment of a wide variety of duties performing patient support work. 4. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. The full performance level of this occupation is GS-5. Applicants can be selected at the GS-3, GS-4, or GS-5 grade levels. References: VA Handbook 5005/117 Part II Appendix G45 Physical Requirements: The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated. 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/. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. 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.