Medical Support Assistant

This position is located within the Phoenix Area Indian Health Service, Hopi Health Care Center, Nursing Services, Emergency Department, Polacca, Arizona. This full-performance-level position works to provide medical support in verifying complete and accurate patient data, clerical support, and staff timekeeping to facilitate support work in connection with the care and treatment given to patients. A REAL ID will be required beginning May 7, 2025, in accordance with 6 C.F.R. 37.5 (2021). Total Compensation Package • Check out IHS's outstanding total compensation package for this job: Medical Support Assistant Total Compensation | Pay (ihs.gov) Medical Support Duties: Serve as the primary point of contact for patients and visitors and performs support work in connection with the care and treatment given to patients. Receives patients and telephone calls, directs calls to the appropriate party. Keeps patients and their families informed of waiting times. Provides quality customer service. Works closely with Emergency Medical Services to expedite emergency transport requests. Coordinates follow-up appointments for empanelment with Patient Center Medical Home (PCHM) promptly and works with outside PCMH teams to schedule follow-up visits inside and outside business hours. Works with medical staff providers, nursing staff, and other health care staff (clinical and non-clinical). Monitors and documents providers' orders involving patient care, referrals, tests, medications, and treatments. Transfers orders for patient activities, treatments, and tests to a wide variety of forms (some electronic) and routes them to the appropriate department for action. Verify eligibility and alternative resources for referrals and/or transfers. Works in compiling and maintaining patient charts for new patients and newborns, and reactivating retired medical charts for nurse and physician use. Ensure that all necessary documents are filed. Delivers patient consultations, laboratory specimens, etc., to a variety of hospital departments. Coordinates transportation for patients to various destinations. Ensure to update EMR Resource at the start of every shift. Clerical Support: Performs clerical tasks such as maintaining files, copying, routing correspondence appropriately via mail, express mail, e-mail, facsimile, etc. Plans and carries out timekeeping duties according to instructions, policies, procedures, previous training, and accepted practices in civilian pay and leave. Timekeeping duties are performed using the Integrated Time and Attendance System (ITAS). Take inventory and maintain adequate stock levels, including clinic supplies and medical supplies from Central Supply and Morris-Systems (M-Systems). Upon designation, signs for receipt of various supplies and equipment upon delivery for patients and clinic use, excluding medicines and drugs. Follows government procurement policies when ordering supplies from outside sources. Produces a variety of quality improvement reports for the Supervisor and Governing Board. Participate in the orientation of new personnel, performs other duties as assigned. To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; religious; spiritual; community; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. MINIMUM QUALIFICATIONS: GS-05: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-4 level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Examples include: Schedule and coordinate patient appointments using computerized records, maintain patient confidentiality, prepare for clinic visits for each business day, explain policy/procedures to patients, prepare correspondence, answer telephones, refer calls to appropriate receiver; OR Completed 4 years of education above the high school level; This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school; OR Possess a combination of education and experience that when combined fully meet the minimum qualifications for this position. Only education in excess of the first 60 semester hours is creditable toward meeting the specialized experience requirement. The total percentage must equal at least 100 percent to qualify an applicant for GS-05 grade level. GS-06: One (1) year of specialized experience equivalent to at least the next lower grade level. Examples of specialized experience at the GS-06 grade level: Interviewing patients to gather information; explaining processes and policies to patients; monitor and document provider orders involving patient care, referrals, tests, medications and treatments; prepare transfer orders, verify eligibility; training staff members on procedures/policies; updating/completing health records; work with Emergency Medical Services and Patient Center medical Home (PCHM); answering and directing calls from multiple telephone lines; utilizing computer applications including the Resource Patient Management System (RPMS) and the Electronic Health Record (EHR); providing direction and serving as a source of information for patients in face-to-face encounters or via telephone; arrange, schedule, coordinate appointments for patient with clinics, services and consultants; disseminates administrative information in response to patient inquiries covering authorized treatment; Composes, types and mails a variety of form letters to patients including notice of appointment, reminders of scheduled appointments, notices of failed appointments. NOTE: Equivalent combinations of education and experience are qualifying for all grade levels and positions for which both education and experience are acceptable. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement. Selectee may be subject to a probationary period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. IHS Selectees whose duties and responsibilities require them to work permanently, temporarily, or occasionally in an IHS healthcare facility must comply with the IHS Employee Immunization Policy related to vaccine-preventable diseases, consistent with recommendations for healthcare workers. Vaccine exemption requests may be available, as outlined in the IHS Employee Immunization Policy and facility guidance. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. You will need to set up direct deposit so we can pay you. Background Investigation Requirement: This position requires the successful completion of a federal background investigation as a condition of employment. A background investigation is a standard process used by the Federal Government to verify an individual's identity, employment history, education, and other relevant information to determine suitability for Federal service. Upon receipt of instructions, applicants must complete all required background investigation forms within five (5) calendar days of issuance. Timely completion is critical to avoid delays in processing or a determination of unsuitability. Applicants are strongly encouraged to prioritize this requirement and to maintain regular communication with their assigned Personnel Security Specialist throughout the process. This position has an education requirement. If you are substituting education for experience; You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.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/.