Medical Support Assistant

Job Title

Major duties include, but are not limited to:

• Receive phone calls utilizing the Automated Call Distribution (ACD) system from Veterans, family members, community providers, internal VA staff, etc. providing excellent customer service.
• Make initial phone calls to Veterans to determine if they opt in/out of community care. Make phone calls to Veterans/community vendors/facilities to verify attendance at scheduled appointments, answer questions, and resolve basic issues. Document phone calls in the Computerized Patient Record System (CPRS) following established guidelines.
• Process Faxes timely by following the established Stand of Work with appropriate Enterprise Precision Scanning & Indexing actions taken.
• Effectively action community care consults, schedule appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction.
• Establish collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CITC requests to expedite timely approval.
• Establish collaborative relationships with Contractor staff to ensure efficient communication and problem resolution related to CITC requests.
• Participate in meetings to identify and resolve issues that impact continuity of care for patients who are receiving CITC care.
• Identify issues for process improvement and actively participates in service or facility level process improvement activities/teams.
• Utilize various computer equipment, software packages and systems, VISTA, Microsoft Office, CPRS, HSRM, and troubleshoot minor problems. Assist peers in troubleshooting problems or issues with software or systems used daily.
• Remain proficient and abreast of changes in processes and procedures involved in CITC by researching and completing training opportunities to improve technical knowledge and enhance role performance. Develop and maintain expertise to serve as a resource within area of assignment. Participate in scheduling training events.
• Serve as a resource and advocate in the protection of Veteran/family and staff rights.
• Follow established guidelines for medical record management involving release of information.
• Keep CITC RNs/LVNs/supervisor aware of identified patient care issues and family concerns. Identify ways to resolve problems/needs and facilitates achieving of desired outcomes.
• Perform other duties as assigned to accomplish the mission of the program or the service.

Total Rewards of a Allied Health Professional

Work Schedule: Monday - Friday 0730 - 1600

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)

Functional Statement #: 53382F, 53383F, 53384F