Medical Support Assistant (Advanced)

Allied Health Professional

Major duties include, but are not limited to the following:

• Works collaboratively in an interdisciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients.
• Demonstrates substantial skills in planning, organizing, problem solving, and decision-making. They maintain appointment schedules for one or more outpatient clinics, while demonstrating a high level of oral and written communication skills.
• Provides administrative support to our clinical colleagues in the care of our Nation's Veterans.
• Utilizes a variety of patient data systems and is responsible for performing scheduling functions including appointment scheduling/rescheduling, and cancellations, providing reception to incoming and outgoing customers and communication, appointment check in/out, verification and disposition of provider orders, manual and electronic data entry, and reviewing and updating patient demographics, insurance verification and reviewing and disposition of Message Manager and Secure Messages.
• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Coordinates with the patient care team to review clinic appointment availability (utilization), to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and adjust as necessary.
• Participates in team huddles and team meetings to manage, plan, problem solve and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters, independently generates reports, and communicates findings to team members.
• 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.
• Schedules patient's future appointments with appropriate clinical team members. Organizes paperwork required for the examination. Request medical records from community healthcare facilities, schedules consultation appointments, special procedures, and/or testing labs, radiology, CPAP, PFT's, pulmonary, and other clinics to coordinate care.
• Able to interpret and communicate requirements of VHA Scheduling Directives and policies.
• Appointments will be made with the patient's input, either in person, over the phone, or through written communication. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic.
• Daily review of return to clinic orders, queries, and referrals.

Work Schedule: Monday - Friday; 7:30am-4pm or 8am-4:30pm

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): 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) 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

Permanent Change of Station (PCS): Not Authorized