Medical Support Assistant

We invite you to come and join the Hampton VA Medical Center! The Medical Support Assistant (MSA) is responsible for a range of duties which include responsibility for interpreting and verifying provider orders in accordance with VHA National Scheduling Directive guidelines. The MSA schedules, cancels and re-schedules patients' appointments and/or consults; enters no-show information; prepares for clinic visits; monitors both inpatient and outpatient appointments.

Qualifications:

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: Proficient in spoken and written English as required by 38 USC 7403 (f).

NOTE: May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations:
Medical Support Assistant GS-3
Experience or Education. High school diploma

Medical Support Assistant GS-4
(a) Experience or Education. One (1) year above high school or some equivalent experience

(b) Demonstrated KSAs: In addition to the experience above, the candidate must demonstrate all of the following KSAs:

i. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients
ii. Ability to use, and navigate between, various types of office automation equipment and software [(i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
iii. Knowledge of basic medical terminology to assist in the provision of care to patients.
iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant GS-5
(a) Experience or Education. Two (2) years above high school or some equivalent experience

(b) Demonstrated KSAs: In addition to the experience above, the candidate must demonstrate all of the following KSAs:

i. Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
iii. Ability to schedule medical appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is 5. The actual grade at which an applicant may be selected for this vacancy is in the range of 3 to 5.

Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances.

Responsibilities:

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Total Rewards of a Allied Health Professional

Duties to include but not limited to:

• The incumbent is responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection.
• The incumbent explains VA's mandate to collect insurance information to Veterans, their families, and other eligible patients.
• The incumbent contributes to the revenue collection process by identifying patients with third party insurance.
• Promotes veteran registration for and utilization of MyHealthEVet (MHV), online personal health record for Veterans.
• Performs In-Person Authentication (IPA) for Veterans requesting initial access to individually - identifiable health information with/in the MyHealthEVet web-based application.
• Promotes to Veterans their options with Virtual Lifetime Electronic Record (VLER).
• Possess a basic knowledge of medical terminology to be able to communicate effectively with physicians and other clinic staff.
• Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Responsible for processing first party requests for medical records and third party requests from non-VA providers.
• Assists patients in completing authorization forms, fully explaining what will be released in terms understandable to the patient.
• Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Relays information to appropriate clinical staff through approved message systems or CPRS using established procedures.
• Supports patient safety standards through correct identification of all patients through use of two forms of identification, Veterans Health Identification Card (VHIC) and full Social Security Number.
• Use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Schedule appointments in a timely manner in accordance VA Directives and policies.
• 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 active/pending consults, Recall list and Audiocare communications for accuracy and disposition.
• Provides medical administrative support to one or more outpatient clinics and is an integral member of the outpatient clinic team to effectively carry out day-to-day administrative operations of the clinic.
• Participates in the daily team huddles and weekly team meetings where patient care planning and management occur.
• Responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient.
• Updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing consultation requests and the electronic waiting list, and notifying the patient of his/her scheduled appointment.

Work Schedule: 8 am - 4:30 pm, Monday - Friday
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 Available
Virtual: This is not a virtual position.
Functional Statement #: 00000
Permanent Change of Station (PCS): Not Authorized

Salary : $417