Medical Support Assistant OCA

U.S. Department of Veterans Affairs; Charleston (SC); In loco; USD 35.000 - 48.000; Tempo pieno

Descrizione del lavoro

U.S. Department of Veterans Affairs in Charleston, SC is seeking a Medical Support Assistant to handle phones, greet patients, relay messages, schedule appointments, and verify provider orders according to VHA guidelines.

The role requires basic clerical experience or education, strong English proficiency, and the ability to manage electronic health records and scheduling systems. Work is on-site with a standard MSA schedule, focusing on patient support and confidentiality.

Competenze

• United States Citizenship required; non-citizens may be appointed per VA policy
• Six months clerical/office/customer service experience or four years above high school or an equivalent combination
• English language proficiency in accordance with VA standards
• One year of experience equivalent to GS-4 or four years above high school
• Ability to operate computerized programs and systems to enter/modify/retrieve information
• Advanced medical terminology to communicate clinical staff instructions to patients
• Ability to schedule medical appointments in a clinical setting
• Ability to work independently with diverse duties
• Ability to communicate professionally with internal and external customers
• Must document experience in resume to avoid ineligibility
• KOAs: knowledge of privacy and confidentiality standards
• Duties: adhere to VA regulations and patient privacy standards

Mansioni

• Applies scheduling directives and clinic capacity policies to schedule and coordinate appointments
• Manage consults, electronic wait lists, recalls, and My HealtheVet messages
• Review active/pending consults daily and monitor access
• Notify supervisor if access falls below standards and adjust as needed
• Explain VA mandate for insurance information and collect/scan insurance data
• Identify third-party insurance coverage and promote patient registration in My HealtheVet
• Train others on Insurance Capture Buffer processes as needed
• Provide information on beneficiary travel and coordinate eligibility with Health Benefits Advisor
• Safeguard confidentiality per HIPAA, Privacy Act and VA policies
• Maintain readiness for Joint Commission inquiries and assist in care planning
• Demonstrate competency in VistA and CPRS; train staff on scheduling workflows
• Interact with VA/non-VA providers and community programs; serve as front-line contact
• Demonstrate tact, diplomacy, and sensitivity when assisting Veterans and families
• Verify demographics and two-identifier verification; route calls courteously
• Support VHA performance measures and complete annual training requirements
• Contribute to systems redesign projects and assist in training MSA staff

Conoscenze

Customer service

Office work

Communication

English proficiency

Formazione

Six months clerical/office/customer service experience

Four years above high school

Equivalent combination of experience and education

Strumenti

VistA

CPRS

MyHealtheVet

VA scheduling systems

Descrizione del lavoro

Summary

This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 30 - 2027 or until all positions are filled. The Medical Support Assistant is responsible for answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit] - scheduling appointments - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Qualifications

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 and Education: (1) Experience - Six months experience of clerical - office - [customer service] - or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position
• or (2) Education -Four years above high school
• or (3) Experience/Education - Equivalent combination of experience and education
• 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 3j
• 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: One year of experience equivalent to the GS-4 grade level
• OR Four years above high school
• In addition to the Basic Requirements defined above - the incumbent must demonstrate the following KSAs:1
• 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
• 2
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• 3
• Ability to schedule medical appointments in a clinical setting
• 4
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
• 5
• Ability to communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• 6
• Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• I understand that I must document this experience in my resume and that failure to do so may result in an ineligible rating
• References: For additional information - please refer to VA Handbook 5005 - Part II - Appendix G45 Medical Support Assistant Qualification Standards - GS-0679 - dated August 1 - 2019
• This can be found in the local Human Resources Office
• The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 only.

Duties

• VA Careers – Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoDuties include but are not limited to: Applies VHA scheduling directives and clinic capacity policies to accurately schedule - reschedule - and coordinate appointments with patient input (in person/phone)
• Manages consults - electronic wait lists (EWL) - recalls - administrative transfers - and MyHealtheVet messages
• review active/pending consults daily
• Monitor access
• notify supervisor when access falls below standards or mandated timeframes cannot be met - and implement contingency plans (adjust times/locations - shift patients)
• Verifies enrollment and eligibility
• explain VA's mandate to collect insurance information
• collect - scan - and update insurance data to support the Medical Care Cost Recovery Program
• Identify third-party insurance coverage
• promote patient registration and use of MyHealtheVet (MHV)
• train others on the Insurance Capture Buffer (ICB) process as needed
• Provides information on beneficiary travel and coordinate with Health Benefits Advisor/Member Services for eligibility and means testing
• Safeguards confidentiality in accordance with the Privacy Act - HIPAA - FOIA - and 38 U.S.C.
• ?7332 (drug/alcohol - Sickle Cell - HIV records)
• Upholds VA regulations - Systems Redesign principles - Medical Center memoranda - and standard operating procedures
• adhere to federal privacy standards and ethical conduct at all times
• Maintains readiness for Joint Commission inquiries (patients' rights - emergency preparedness - information security - environment of care)
• identify surveyors and respond appropriately
• Demonstrates technical competency in VistA and CPRS
• train staff on core scheduling and documentation workflows
• Utilizes imaging applications - PC Fax - and related VistA tools
• ensure clinical/administrative documents are integrated into CPRS (perform/coordinate scanning)
• Enters - corrects - and retrieves data in established automated systems
• compile data from prescribed sources to verify and locate information
• Participates fully in daily teamlet huddles and weekly team meetings for care planning and management
• set priorities and deadlines with minimal supervision
• Provides administrative support across Primary Care and specialty areas to physicians - PAs - nurses - APRNs - dietitians - social workers - and administrative staff
• Coordinates diagnostic testing and consultative appointments across services
• interact effectively with VA/non-VA specialists - hospitals - and community programs
• Serves as front-line contact
• demonstrate tact - diplomacy - compassion - and sensitivity when assisting Veterans and families in person and by phone
• Validates and updates demographics during every interaction to reduce returned mail and unsuccessful contact attempts
• ensure two-identifier verification (name and SSN or VHIC)
• Screens and routes calls courteously and timely
• provide information consistent with privacy rules and clinic processes
• Supports VHA network performance measures (Revenue - Customer Service - Access to Care - Quality)
• complete and adhere to annual VHA training requirements
• Applies quality assurance/performance improvement principles
• conduct process checks/studies as required
• contribute to Systems Redesign projects
• Orients clinical staff to basic administrative policies/procedures for outpatient scheduling and related topics
• assist in training other MSA levels
• Work Schedule: 8:00 a.m - 4:30 p.m. - Monday through Friday
• Work schedule subject to change based on agency needs
• Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 0000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required