Medical Support Assistant (Advance)

About the role

The Advance Medical Support Assistant is part of the CWM VA Heath System - located at the Springfield VA Medical Clinic in Massachusetts. The incumbent is responsible for a wide range of assignments and provides administrative support to the assigned section.

Responsibilities

• Serves as an Advanced Medical Support Assistant (MSA) at a Medical Center in VISN 1 VA New England Healthcare System
• Supports clinics regarding clinic profile management
• Collections and updates insurance information from Veterans, family members, and other eligible patients
• Prepares correspondence and memos as needed
• Screens/receive phone calls in a courteous and timely manner - determine the nature of request and provide the information desired using privacy rules and established clinic processes
• Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable
• Promotes Veterans registration for and utilization of MyHealthyVet (MHV) and kiosks usage
• Follows procedures regarding Community Care referrals
• Serves as the initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding various aspects of patient appointments and referrals
• Enters Veterans seeking emergent/urgent care, scheduling appointments accurately
• Pre-Registers Veterans during check-in and utilizing call lists and telephones Veterans before their scheduled visits
• Updates all patient demographics
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient

Requirements

• One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05)
• Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually
• High level customer service skills as evidenced by daily interaction and communication with clinicians - patients - families and coworkers
• Evidence of work in a clinic setting with multiple inputs (in person - telephone - instant message communications) that need timely and professional resolution
• Evidence of specific computer scheduling programs or software utilized in a clinic or hospital
• In addition to 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
• Demonstrated Knowledge - Skills - and Abilities (KSA): In addition to the experience above - the candidate must demonstrate all of 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 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 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
• 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
• 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

Qualifications

• High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05)
• Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually
• High level customer service skills as evidenced by daily interaction and communication with clinicians - patients - families and coworkers
• Evidence of work in a clinic setting with multiple inputs (in person - telephone - instant message communications) that need timely and professional resolution
• Evidence of specific computer scheduling programs or software utilized in a clinic or hospital
• In addition to 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
• Demonstrated Knowledge - Skills - and Abilities (KSA): In addition to the experience above - the candidate must demonstrate all of 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 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 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
• 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
• 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