Medical Support Assistant

U.S. Department of Veterans Affairs; Columbia Township (MO); On-site; USD 36,000 - 56,000; Full time

Job summary

U.S. Department of Veterans Affairs is seeking a Medical Support Assistant to support the Care in the Community program via telephone and coordinate patient care in a busy CITC call center.

Strong knowledge of medical terminology, communication skills, and ability to use electronic health records and scheduling systems are required. The role features a 8:00am-4:30pm schedule, Monday-Friday, with no telework.

Qualifications

• High school diploma or GED is required.
• Proficiency in English (spoken and written).
• Ability to use office software and scheduling programs.
• Ability to interact courteously with diverse patients.
• U.S. Citizenship preferred; non-citizens may be appointed if qualified.

Responsibilities

• Serve as Medical Support Assistant in Care in the Community call center.
• Handle inbound/outbound calls to coordinate patient care.
• Schedule new patient appointments and provide referral information.
• Collaborate with AMSA, nursing staff, and providers to ensure care.
• Adhere to privacy rules in patient communications.

Skills

Medical terminology knowledge

Customer service

Communication skills

Interpersonal skills

English proficiency

Education

High school diploma or GED

Tools

EHR systems

Scheduling software

Phone systems

Scanning software

Electronic faxing programs

Job description

Summary

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families - caregivers - and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans?

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: 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 Physical Requirements
• See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements
• English Language Proficiency
• Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.
• 7403(f)
• 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: GS-3 Grade Level Experience or Education
• None beyond the basic Requirement
• GS-4 Grade Level Experience or Education
• (a) Experience
• One year of creditable experience equivalent to the next lower grade.
• OR (b) Education
• One year of education above high school
• AND Demonstrate the Knowledge - Skills - and Abilities (KSAs) in addition to the experience or education above: (a) Knowledge of basic medical terminology to assist in the provision of care to patients
• (b) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
• (c) 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
• (d) 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
• GS-5 Grade Level Experience or Education
• (a) Experience
• One year of creditable experience equivalent to the next lower grade.
• OR (b) Education
• Two years of education above high school
• AND Demonstrate the Knowledge - Skills - and Abilities (KSAs) in addition to the experience or education above: (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• (b) Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• (c) 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
• (d) Ability to schedule medical appointments in a clinical setting
• (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
• (f) Ability to communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• Preferred Experience: None Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements.

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent serves as a Medical Support Assistant in Care in the Community (CITC) call center
• Patient care is delivered indirectly by way of telephone
• S/he works as a member of the Care in the Community healthcare team including Advanced Medical Support Assistants - Nursing staff - non-VA providers and hospitals to assure proper care for the veterans
• Important interfaces and collaborations also occur with members of a larger health care system providers including VA and non-VA specialists - hospitals - diagnostic and treating facilities - and community-based programs
• The duties include but are not limited to
• Coordinates the all-phone calls for the Care in the Community service
• Ensures timely response to patient/callers that potentially have an emergent or urgent care need through prompt identification of problem and referral to the appropriate AMSA or RN for action
• Screens/receives 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
• Informs patients of changes in their care related clinics - provider and/or appointment times
• Schedules New Patient appointments in a timely manner
• Provides appropriate referral information for care in the community to Veteran or Community Care Provider as requested
• Work Schedule: 8:00am-4:30pm - Monday-Friday Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized