Medical Support Assistant

Medical Support Assistant

The work includes functions such as serving as an initial point of contact for the units, clinics, ED 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 primary duties of the Medical Support Assistant (MSA) may include but are not limited to:

• Scheduling appointments, including interpreting, and verifying provider orders, assignments, ensuring encounter forms are completed to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays, and preauthorization requirements for specific coverage.
• Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• Schedule appointments by following VHA Outpatient Scheduling Directive and will follow Standard Operating Procedures.
• Utilize the Electronic Waiting List accurately in a timely manner.
• Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Daily review of Consults (medical/provider), active/pending text orders, Encounter reports, Electronic Wait List, Recall list and Audio care communications for accuracy and disposition.
• Schedules and coordinates appointments for return visits and future appointments to reduce multiple trips for Veteran.
• Ensures clinics are blocked when physicians are on leave or for scheduled meetings/training to prevent patient cancellations.
• Utilize Recall Reminder Software policies when scheduling is beyond the 30-day request.
• Utilize no show/missed opportunity rules by the Standard Operating Procedures stated in Appointment Management document.
• Utilizes a computer-generated appointment list to complete daily clinic activities making additions and deletions as necessary for computer entry upon completion of clinic.
• Manages the telephone triage and carefully and briefly questions Veterans about medical problems and determines if any emergency situations exist by following the trigger word policy MCM-11-090 i.e., chest pain, shortness of breath, blackouts, GI bleeding or any medical need for immediate attention, working closely with the team nurses and physician.
• Manages scheduling, medical data, and patient movement to bypass the usual waiting time and ensures that appropriate administrative actions are taken.
• Provides excellent customer service and must adhere to VA Local, National and Service policies and procedures.

Work schedules may vary based on the location requested. Tour of duty is subject to change based on the needs of the facility.

Recruitment Incentive (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 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 Authorized.

Virtual: This is not a virtual position.

Functional Statement #: Varies by location.

Permanent Change of Station (PCS): Not Authorized.