Medical Support Assistant

Allied Health ProfessionalDuties include, but are not limited to: a. Screens/receives 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. Incumbent will document in Computerized Patient Record System (CPRS) or other tracking system patient contact until resolved. b. Accepts telephone calls to the Community Care department regarding outpatient inquiries Utilizing "administrative" systems knowledge in assessing patient/caller needs, practices independent decision-making, coordinates care needs, and direct problem resolution as appropriate. c. Determines the nature of the call and assists with communicating needs regarding Community Care and Urgent Care eligibility, consults, referrals, authorizations, appointments, etc. and/or refers the call to the appropriate clinical or administrative personnel. d. 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. e. Utilizes computer technology to ensure continuity or care through accurate patient information, communication and documentation. f. Prioritizes and makes decisions based on the caller needs, forwarding calls to RN for patients/callers who potentially have an emergent or urgent care need. g. Updates/verifies patient information/demographics and insurance information as needed. h. Cancels/reschedules community care outpatient appointments in accordance with VHA national and local scheduling guidelines and consistently uses established documentation guidelines. The use of automated tracking tools as well as computers to perform a wide variety of recordkeeping, correspondence, tracking operations is required. Skilled in data entry to manipulate and correct information in various databases or records. i. Acts as a patient advocate and tries to resolve patient needs to the best of their ability and/or notifies Supervisor of issues. j. Schedules appointments accurately in a timely manner. All appointments will be made 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 medical center or clinic whenever possible.Work Schedule: Monday - Friday, 8:00 am - 4:30 pm, subject to change based on the needs of the facility. Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized 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 #: 00169F; 00170F; 00171F Permanent Change of Station (PCS): Not Authorized