Medical Support Assistant

The Medical Support Assistant (MSA) performs work relating to the care & treatment given to patients on inpatient units, outpatient clinics, and scheduling call centers.

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.

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment medical evaluation. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.

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: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

You will be evaluated for this job based on how well you meet the qualifications above.