Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Shelbyville (IN); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid time off

Health benefits

Federal holidays

Job summary

The U.S. Department of Veterans Affairs in Shelbyville, IN seeks an Advanced Medical Support Assistant to support physicians, PAs, and nurses by handling front-line administrative tasks and patient flow. The role emphasizes coordinating care, scheduling, and maintaining patient information in a busy primary care clinic.

Will work on-site with standard federal leave and benefits; telework is not available. This position requires reliable coordination with multiple care team members and adherence

Qualifications

• 1 year of creditable experience equivalent to GS-5.
• Experience answering phones and greeting patients.
• Scheduling, canceling, and re-scheduling patient appointments and/or consults.

Responsibilities

• Screen and triage calls to determine the nature of requests.
• Schedule consultations, labs, x-rays, and specialty clinics.
• Schedule all appointments with patient input.
• Notify supervisor if clinic access is inadequate or schedules cannot be met.
• Daily review of active/pending consults and update records.
• Maintain patient confidentiality per HIPAA requirements.

Skills

Phone etiquette

Patient greeting

Scheduling

Demographics data entry

Interdisciplinary coordination

Education

High school diploma or equivalent

Job description

Summary

The position serves as an Advanced Medical Support Assistant for Primary Care at the Shelbyville location. The Advanced Medical Support Assistant (A/MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians - physician assistants - nurses - nursing assistants - and other members of the medical facility who provide direct patient care.

Qualifications

NOTE: You must include qualifying specialized experience employment periods in mm/yyyy to mm/yyyy format on your resume and indicate Full-Time or Part-Time (if Part-time - must include # of hours worked per week). AND - if you have held a Government position - that position's grade level MUST be listed on your resume; Failure to include all requirements in your resume may result in disqualification. Please refer to USAJOBS Help Center - What should I include in my federal resume? for additional information on resume requirements. 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
• High school diploma or transcript (including homeschooling) OR - General Education Development (GED) certificate OR - Proficiency certificate issued by a State or Territorial Board or Department of Education OR - Post-high school education 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)
• In addition to meeting the basic requirements - you must have one (1) year of creditable experience equivalent to the next lower grade level (GS-05) Examples of creditable experience include but are not limited to: answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit
• scheduling - canceling - re-scheduling patient appointments and/or consults
• entering no-show information
• participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic - monitoring both inpatient and outpatient appointments in areas of responsibility
• verifying and updating demographics and insurance information when patients check-in for appointments
• Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e. - TRICARE - sharing agreements - collaterals - research patient - VA employee - etc.)
• Grade Determinations: GS 6: 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
• 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-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: he work is mostly sedentary
• It typically requires sitting with sustained periods of concentration
• There will be some walking - standing - bending - and carrying of relatively light objects
• The position may also require stooping - reaching - lifting - pulling - and other moderate exertion or strain
• Incumbent may occasionally have to walk some distance to a meeting.

Duties

• Duties Include but are not limited to: Consult and Appointment Management: The Advanced MSA screens/receives phone calls in a courteous and timely manner - determines the nature of request and provides the information desired using privacy rules and established clinic processes
• Responsible for following through on providers' orders including scheduling appropriate consultation requests - labs - x-rays and various other specialty clinics available at the CBOC
• Schedule all appointments with the patient's input - either in person or by phone
• Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes
• Complete daily review of active/pending consults
• Patient appointments will be scheduled in accordance with all applicable Scheduling Directives
• Appointments are entered upon receipt and entered correctly
• Correct scheduling errors within one day of receipt
• Return appointments will be scheduled before the patient leaves the check-out area and given a card or letter which details the date and time of their next appointment - if desired
• Cancel clinic availability in scheduling grids for assigned Teamlets when notified of clinician's absence
• The MSA will assist the veteran in creating a beneficiary travel request via paper form or use of the veteran kiosk
• Meets - Communicates - and Interacts: Demonstrates ability to meet - communicate - and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments
• Operates Computerized Programs: Demonstrates ability to use various types of office automation equipment and software - to include ability to set up - organize - and maintain record systems
• Utilizes such programs and databases to make appointments in a clinical setting
• Maintains patient confidentiality with information - per HIPM requirements
• Provides the customer with consistent information according to established policies and procedures
• Handles conflict and challenges in dealing with the customer constructively and appropriately
• Work Schedule: 7:30am-4:00pm Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 91463-VS Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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) 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)