Medical Support Assistant (Advanced)

Job Title

Job Description

Major duties include, but are not limited to:

• Demonstrates positive people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward Veterans, visitors, and other employees of the Medical Center in both verbal and written communication.
• Maintains Veteran rights, confidentiality, and individuality.
• Resolves issues at the lowest level and in a timely manner.
• Sets limits/boundaries which are clearly defined within the MSA/Veteran relationship.
• Have advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance. Participate in and independently follow up on team huddles/meetings, sharing information and collaborating with the medical team assuring continuity of care.
• Is the main point of contact for all Secure Messages/Message Manager sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion
• Is an expert in the department for scheduled and unscheduled visits
• Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly.
• Prepare reports in various formats and present data to various organizational levels.
• Screens call and determine if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional.
• Maintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA).
• Enters appropriate information into the Veterans electronic medical record.
• Assures appropriate forms including and documents are presented, sent out, or completed by the Veterans.
• Facilitates Release of Information for records and documents being received from outside facilities monitor and track the progress of received required information.
• Provides advanced clerical support to the area they are assigned, including support to any staffmember.
• Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload.
• Obtains and monitors the use of services, supplies, and equipment for their offices area.
• Updates Veteran's demographic information to include the following: address, phone number, insurance, preferred method of communication, guardianship reminder, and other information as new programs are added or changed.
• Receives and responds to inquiries via Secure Messaging, Message Manager, VAR, VEText, letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member, requesting tests or medications, questions on appointments, scheduling, and various other inquiries. The MSA can recognize and refer urgent inquiries to clinical staff for immediate action as needed.

Work Schedule: Monday - Friday, 7:30am - 4:00pm

Recruitment/Relocation Incentives (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 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