Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Chula Vista (CA); On-site; USD 60,000 - 70,000; Full time

Job summary

U.S. Department of Veterans Affairs is seeking an Advanced Medical Support Assistant assigned to Mental Health Service at the San Diego VA Healthcare System.

The role focuses on processing telephone requests, coordinating appointments, and supporting clinic operations within a busy Mental Health unit.

Qualifications

• Approximate knowledge required of medical terminology used in clinical settings.
• Ability to schedule medical appointments in a clinical setting.
• Strong customer service orientation with patient-facing interactions.
• Effective verbal and written communication with internal/external customers.
• Ability to multitask and coordinate multiple patient requests.

Responsibilities

• Access patient CPRS to review medical information for scheduling imaging procedures.
• Communicate with patients to determine eligibility and requirements for procedures.
• Inform patients of pre-appointment restrictions and needed documentation.
• Perform receptionist duties including check-in and registration for imaging.
• Coordinate daily appointment schedules for imaging clinics while protecting patient confidentiality.
• Provide excellent customer service to internal and external customers following VA policies.

Skills

Medical terminology

Scheduling

Customer service

Communication

Multitasking

HIPAA privacy

Education

High school diploma or equivalent

Job description

Summary

The purpose of this position is to serve as Advanced Medical Support Assistant assigned to Mental Health Service at the San Diego VA Healthcare System - San Diego - CA. The incumbent will be communicating with people from various backgrounds and must be able to use professional courtesy and tactfulness when processing the telephone calls and requests for scheduling.

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
• Experience: None
• Education: High school diploma OR high school transcript (unofficial or official) OR General Education Development equivalency certificate OR homeschooling completion OR proficiency certificate from a State or territorial-level Board or Department of Education OR college transcript (official)
• Licensure/Certification/Registration
• None Grandfathering Provision
• 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)
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j
• Grade Determinations: Medical Support Assistant (Advanced) - GS-6Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Schedule medical appointments in a clinical setting
• Work independently in the accomplishment of a wide variety of duties performing patient support work
• Communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• Customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• Demonstrated Knowledge - Skills - and Abilities (KSAs): Candidates MUST demonstrate ALL of the KSAs below: (1) 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
• (2) Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations
• (3) Ability to communicate tactfully and effectively - electronically - by phone - in person - and 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
• (4) 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
• (5) 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
• (6) Advanced knowledge of medical terminology due to the technical nature of the language utilized by clinicians
• Preferred Experience: Reference: VA Handbook 5005/117 - Part II - Appendix G45 - dated August 1 - 2019
• Medical Support Assistant Qualification Standard GS-0679
• For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary
• however - some walking
• standing - and carrying light items are required
• Light filing - sometimes involving working close to the floor - is involved
• Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent accesses the patient's computerized medical record system (CPRS) to review and retrieve medical information including but not limited to laboratory reports - allergy information - past medical history - and other pertinent medical information needed to schedule patient's imaging appointment
• Incumbent will also communicate directly with the patient to obtain required information to determine if patient meets the criteria to receive the requested imaging procedure
• Based upon the protocol - the incumbent determines the patient's pre-appointment requirements and restrictions
• Prior to the patient's scheduled appointment - the incumbent communicates directly with the patient to inform of the appropriate restrictions and instructions required of the procedure - including but not limited to the patient's requirement to obtain current labs - need to fast - need to take pre-medication to advert an allergic reaction to contrast
• The incumbent performs receptionist duties to include check-in of patients and registration of imaging procedure
• He/she must screen/receive phone calls and visitors in a courteous and timely manner - determine the nature of requests and provide the information desired using privacy rules and established processes
• Incumbent is required to create and coordinate the daily appointment schedules for one or more imaging outpatient clinics
• The incumbent explains the VA's mandate to collect insurance information to Veterans - their families - and other eligible patients
• As front-line contact with patients and staff - the incumbent sets the tone for perception concerning quality of healthcare services at the VA
• The incumbent must be able to answer multi-line phone system to schedule patients - and must possess the ability to multi-task - and concurrently schedule patients over the phone and face-to-face - as well as coordinate all relative paperwork - electronic documents - etc
• Schedules appointments accurately in a timely manner
• All appointments will be made with the patient's input - either in person or by phone
• The incumbent must be conscientious regarding patient confidentiality
• The incumbent must possess working knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital
• This position provides medical administrative support and is an integral member of the Mental Health team to effectively carry out day-to-day administrative operations of the clinic
• The incumbent orients staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics
• The incumbent must provide excellent customer service to include both internal and external customers and must adhere to VA local - National and Service policies and procedures
• Additional duties - tasks - and responsibilities may be assigned to meet the needs of the Service
• Work Schedule: Monday - Friday - 7:30am - 4:00pm (No weekends or holidays.) 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.