Medical Support Assistant (Advanced - Business Office)
What you'd do
The Medical Support Assistant utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service.
Major duties
Major duties include but are not limited to: Front-line contact will affect the perception of the quality of healthcare services provided by the VA. High degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and family members, both in person and on the phone. Receive and relay incoming and outgoing telephone messages. Check patients in and out from appointments. Schedule return to clinic orders Set up clinic paperwork Process faxes, scanning, and printing of documents Direct patients to other areas of the hospital Change and reschedule clinics Greet patients when presenting Cancel and reschedules appointments Utilize consult toolbox as directed Obtain provider and scheduling preferences Coordinate care with network providers Employ the use of several databases/systems (including but not limited to those listed below) HSRM CPRS VSE CTM REFDOCS TP A Portal PPMS Develop and maintain a rapport with both internal and stakeholders involved in the coordination process. Review Vista Image Display to determine if records have previously been received Confirm care has been received Request corresponding documentation for scheduled care Complete outstanding consults Work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. Maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Monday - Friday, 8:00am - 4:30pm Virtual: This is not a virtual position. Functional Statement #: 21 N19-A Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.
What you need to qualify
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). English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). GS-05 Experience. One year of creditable experience equivalent to the next lower grade; OR Education. Two years of education above high school. Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. 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. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. GS-06 Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 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: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 06. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
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