Advanced Medical Support Assistant

Job Title

The Medical Support Assistant (MSA) utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position.

Assignments at this level include but are not limited to:

• Receives and relays incoming and outgoing telephone messages.
• Checks patients in and out from appointments.
• Schedules return to clinic orders.
• Set up clinic paperwork.
• Process faxes, scanning, and printing of documents.
• Directs patients to other areas of the hospital.
• Changes and reschedules clinics.
• Greets patients when presenting.
• Cancels and reschedules appointments.

MSA contacts patients, VA Medical Center staff, and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA. A high degree of tact and diplomacy is required when dealing with Veterans who may 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 family members, both in person and on the phone. Variations in work result from changing priorities which frequently depend upon the urgency of the situation. MSA must use a high degree of tact, poise, empathy, diplomacy and compassion dealing with Veterans, families, caregivers, fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly, VACC MSAs will remain flexible through any future iterations or changes in process.

Work Schedule: M - F, 8:30am - 5pm or 7:30am to 4pm. Schedule(s) will be discussed during interview.

Pay: Competitive salary and regular salary increases.

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 #: 21N19-A