Medical Support Assistant (Advanced) - Specialty Care

U.S. Department of Veterans Affairs; Minneapolis (MN); On-site; USD 39,000 - 57,000; Full time

Job summary

U.S. Department of Veterans Affairs in Minneapolis seeks an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line.

The role involves patient scheduling, front-desk support, and coordination across clinical teams to ensure timely access to care. The incumbent will operate within a busy outpatient setting, handling patient data in electronic health records, coordinating appointments, and communicating with internal and external customers to maintain smooth

Qualifications

• High school diploma or GED or equivalent.
• One year of experience at GS-5 level with entry of sensitive medical info, scheduling, and records.
• Proficiency in spoken and written English.

Responsibilities

• Works in an interdisciplinary care model (PACT) and handles receptionist duties and patient scheduling for outpatient clinics.
• Screen and route phone calls, provide information per privacy rules and clinic processes.
• Independently manage duties with minimal supervision, set priorities and deadlines.
• Participate in daily team meetings and maintain accurate scheduling and patient flow.

Skills

Customer service

Communication

Scheduling

Medical terminology

Teamwork

Prioritization

Education

High school diploma

Tools

Electronic Health Records (EHR)

Scheduling systems

Job description

Summary

The incumbent serves as an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line at the Minneapolis VA Health Care System

Qualifications

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 Physical Requirements
• See VA Directive and Handbook 5019 - Employee Occupational Health Service for 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)
• Medical Support Assistant (Advanced) GS-6 This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation
• You must meet the basic requirements and the following: REQUIRED EXPERIENCE: 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
• AND Candidates must be able to demonstrate all of the Knowledge - Skills and Abilities below: 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 organizes 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
• 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
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is 6
• Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position
• Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

Duties

• Duties of this position are - but not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e
• PACT) and performs receptionist duties - customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics
• Screen/receive 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
• Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs
• Participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur - except during staff shortages for coverage
• Daily review of active/pending consults - EWL - Recall list and Audiocare communications for accuracy and disposition
• Coordinates administrative services for veterans - family members - caregivers - and general public - administrative and clinical staff to insure continuity of inpatient and outpatient care
• Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care
• Interprets and applies a complex body of pertinent laws - regulations - directives - and policies that relate to the administration of VA Healthcare Benefits
• Distribute and balance the workload among employees in accordance with established work flow or job specialization - assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy
• Incumbent must have the knowledge to assume the role of a Program Support Assistant or Medical Support Assistant during special projects or heavy workload - for leave - vacancies - or when the Program Support Assistants are detailed to fill-in other areas
• Responsible for completion of personnel reports - rosters - and maintenance of supplies and forms
• Requires frequent changes to VHA directives - regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles
• Conducts special audits - studies - or surveys to be utilized in the development of procedures - and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue
• Conducts patient/employee surveys - interviews - observes workflow
• guides patients through hospital system - inputs referrals - documents complaints - and provides follow-up and suggests resolutions to supervisor
• Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities
• Schedules appointments and utilize the EWL accurately in a timely manner
• The MSA may also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations
• Understand and be able to explain complex regulations and eligibility criteria concerning veterans ' entitlements and VA benefits - priorities for care - access to care and advanced clinic access
• Incumbent must maintain the ability to perform the varied and complex duties of each of the Program Support Assistants and the Medical Support Assistants in the Clinical Support Section located in various clinical areas throughout the medical center - some off-campus or on irregular tours
• Work Schedule: Monday thru Friday - 7:30am-4:00pm Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• 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) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience
• 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) Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 000000