Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant

The incumbent serves as contact for Veterans and/or his/her representative when seeking medical, or behavioral health treatment or other assistance at the medical center or CBOCs. Determines the nature of the individual Veteran's needs. Listens to problems or complaints, provides answers, information and guidance and initiates appropriate action. Provides necessary information to the staff and the patient dealing with a wide range of problems including atypical and complex situations. Refers Veteran, family, and or representative to the Patient Advocate at VAMC Iron Mountain for concerns beyond the incumbent's control. Informs patient of procedures to be followed when in need of hardship application or pharmacy waiver. Incumbent is able to direct inquiries regarding billing to appropriate staff.

Determines medical care benefits for which the Veteran is eligible by means of a working knowledge of appropriate health administration related laws, policies, guidelines and regulations. Explains beneficiary eligibility and medical benefits which the VA may provide and the procedures to be followed in obtaining the various benefits.

Incumbent determines which Veterans may require immediate medical evaluation based on observation and information received from the Veteran or significant other about the nature of their medical problem(s). The incumbent will refer these Veterans to the medical staff immediately and inform the staff of the reason the Veteran is being referred. The incumbent will call 911 when the patient's needs are determined to require emergency care.

Incumbent reflects a cooperative and compassionate attitude with a high level of sensitivity to human needs. Incumbent will educate the Veteran and significant others as appropriate to reduce concerns and overcome potential conflicts to provide the optimum in quality care to the patient.

Demonstrates Patient Centered Care (PCC) through the use of effective communication with patients, families, visitors, and members of the interdisciplinary team, including the patient in mutual goal setting, and providing patient advocacy when appropriate.

Visibly demonstrates the !CARE (Integrity, Commitment, Advocacy, Respect, Excellence) Core Values in interactions with Veterans, staff, and other stakeholders.

The incumbent is required to schedule and cancel patient appointments utilizing the VistA Appointment Scheduling Enhancement (VSE) package paying particularly close attention to special instructions or requirements of clinic profiles. Scheduling will be completed based on the Veteran's request. Incumbent will utilize the electronic medical record and electronically verify orders taken off /completed.

Special consideration will be given, when possible, in making appointments for those with multiple appointments, those driving long distances or those with other special circumstances.

All appropriate comments will be listed in the remark section of the appointment when scheduling and/or canceling an appointment in VSE.

Incumbent will timely process clinic cancellations and assure appropriate rescheduling to include sending letters to the patients or calling when given short notice.

Incumbent will complete order schedule appointments according to the Veteran's preference. They will also schedule same day access appointments as needed.

Other duties as assigned.

Work Schedule: Full-time, Monday - Friday, 8:00 am - 4:30 pm

Recruitment/Relocation Incentives (Sign-on Bonus): Not authorized

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)

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 #: 10348FF

Permanent Change of Station (PCS): Not authorized