Medical Support Assistant

Medical Support Assistant

The mission essential incumbent(s) is responsible for assuring accurate, complete, and timely appointment management and the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling face-to-face (F2F), virtual, and non-traditional appointments, collecting insurance information, data entry and extraction, administratively managing consultation requests, clinical electronic waiting list, and notifying the patient, or designee, of his/her scheduled appointment or changes in clinic scheduling (ex. face-to-face appointment converted to Telehealth appointment or other non-traditional appointment). The incumbent(s) provides essential administrative clinic management and scheduling support to Physicians, Physician's Assistants, Advanced Registered Nurse Practitioners, Nurses, Dietitians, Social Workers, and other administrative and professional staff throughout the service area. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing, and consultative appointments, diagnostic and medical procedures for multiple clinical services. The mission essential incumbent(s) must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. This mission essential position of an MSA at this grade level must possess a degree of customer service i.e., tact, poise, diplomacy must be used in dealing with Veterans F2F who may have multiple health problems and may be frustrated with the diagnosis process. A caring, compassionate and sensitive manner is essential when explaining VA procedures to the Veteran and family members in a F2F environment. This mission essential position of an MSAs must work in a multi-screen computer environment and must be able to use VistA and Computerized Patient Record System (CPRS) screens bilaterally. (Example: when a consult is received, the patient's information is displayed in VistA.) The incumbent should be able to access CPRS on a separate screen, go to the consult, sign off on the electronic signature and book the appointment. MSAs must assure that providers or techs have ordered labs and x-rays so the appropriate appointment may be made. MSA must be proficient in typing, possessing speed, accuracy, and proper grammar, due to the significant amount of documentation. Duties include but are not limited to:

• Greeting and establish direct eye contact, be audible, choose words well, and listen with respect to the Veteran, their family, or their designee
• Interacting with both internal and external customer
• Establishing and maintaining medical outpatient and inpatient charts as well as administrative records Verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system
• Accurately obtaining medical information from patients
• Coordinating information and actions related to patient care and services
• Scheduling appointments in accordance with VHA national scheduling guidelines
• Maintaining a high-level of telephone communication skills (listening, interpreting, evaluating)

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

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 #: 0000

Permanent Change of Station (PCS): Not Authorized