Medical Support Assistant (Advanced) - Specialty Care

Duties

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Total Rewards of an Allied Health Professional Duties of this position are, but not limited to:

• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
• Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• 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.
• Participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.
• Daily review of active/pending consults, EWL, Recall list and Audiocare communications for accuracy and disposition.
• Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
• The ability to distribute and balance the workload among employees in accordance with established work flow or job specialization.
• Directs daily work of Clinical Support Section employees in the absence of the supervisor.
• Have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas.
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.
• Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor and Health Administration Service/Business Office.
• Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor.
• Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• Schedules appointments and utilize the EWL accurately in a timely manner.
• The MSA may also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit.
• Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels.
• The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list.

Work Schedule: This is an intermittent position. Intermittent employment is defined as non-fulltime employment in which employees are appointed without a regularly scheduled tour of duty.

Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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 #: 000000