Medical Support Assistant

Medical Support Assistant

The incumbent serves as a Medical Support Assistant (MSA) in a clinical team based model in the Veterans Health Administration (VHA). The work includes functions such as serving as an initial point of contact for the outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care.

Major duties include, but are not limited to:

• Coordinate information and actions related to patient care and services
• Scheduling patient appointments for treatment in accordance with VHA national directives and local standard operating procedures
• Answering multiline phone systems and retrieving voicemails to determine appropriate actions
• Interviewing patients for appointments
• Referring patients to other medical specialty clinics as required
• Providing information to patients necessary to resolve complaints
• Interacting with customers, in-person, over the phone and through correspondence both written and electronically through various systems
• Reviewing and documenting medical electronic health records and administrative records
• Verifying and updating demographics and third party insurance information
• Providing excellent customer service
• Participate in Team huddles and meetings
• Assist with coverage for other respective clinics
• Advise clinical staff on current administrative processes
• Assist with training to clinic specific requirements when needed
• Run administrative reports for the clinical team and take appropriate action (consults, no shows)
• Coordinates emergency transfers to other VA hospitals or private hospitals and determine eligibility status
• Work independently with minimal supervision
• Coordinates the release of information to various organizations in support of direct patient care needs

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

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 #: 00000