Medical Support Assistant

VA Careers - Medical Support Assistant

Duties may include but are not limited to:

• The MSA receives patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary. Refers urgent messages and patient results for immediate action. Obtains identifying information and determines the nature of the visit/call. Insures eligibility for care and contacts appropriate staff member for verification, when necessary.
• Maintains and monitors patient appointment schedules for the unit/clinic and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities.
• Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the medical center. Incumbent must, always, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior.
• The MSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Assures that the patients are electronically checked in for their appointments via (Vista/VSE). Responsible for confirming with the patient that pre-registration is completed, including demographic information.
• Schedules and provides appointment dates with patient input, when possible, to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care."
• Captures insurance and demographic information on all Veterans, who hold third-party health plans, explains VA's role in insurance reimbursement. Accurately enters insurance information into the buffer as well as copies both sides of the insurance card.
• Incumbent receives telephone calls regarding such things as the availability of and procedures for obtaining medical assistance, directions, and information for contacting various departments, services, and requests for changes in scheduled appointments. Questions callers/visitors to obtain sufficient information necessary to determine primary need or areas of interest and aids or makes referrals to other responsible staff when matter is outside employee's scope of assignment.
• Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Using consult package to include consult toolbox, changes status of consults to reflect current stage of consult, such as received, scheduled, etc. Incumbent must schedule consults in accordance with local policy.
• Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Incumbent schedules outpatient clinic appointments in accordance with VHA Directive 1230 Outpatient Scheduling Processes and Procedures, VHA Directive 1232 Consult Process and Procedures, using Vista/VSE scheduling options.
• Performs other duties as assigned.

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

Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

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)

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 #: 50510-F, 51647-F; 51646-F

Permanent Change of Station (PCS): Not Authorized