Medical Support Assistant

Medical Support Assistant Duties

Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA screens/receives phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes.

Consult and Appointment Management: The MSA is responsible for following through on providers' orders including scheduling appropriate consultation requests, labs, x-rays and various other specialty clinics available at the CBOC. Incumbent will schedule all appointments with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the clinic whenever possible. Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults.

1. Patient appointments will be scheduled in accordance with all applicable Scheduling Directives.
2. Appointments are entered upon receipt and entered correctly.
3. Correct scheduling errors within one day of receipt.
4. Return appointments will be scheduled before the patient leaves the check-out area and given a card or letter which details the date and time of their next appointment, if desired.
5. Cancel clinic availability in scheduling grids for assigned Teamlets when notified of clinician's absence.

The MSA will assist the veteran in creating a beneficiary travel request via paper form or use of the veteran kiosk.

Meets, Communicates, and Interacts. Demonstrates ability to meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments.

Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPM requirements.

Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

Works Independently. The MSA will work in a proficient and self-directed manner to accomplish a wide variety of tasks. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Work Schedule: Day Shift Hours (Monday - Friday; 7:00am - 3:30pm or 8am-4:30pm)

Compressed/Flexible: Not Authorized

Telework: Not Eligible

Virtual: This is not a virtual position.

Functional Statement #: 91462-XVS

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

PCS Appraised Value Offer (AVO): Not Authorized