Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs · Lubbock, TX · 6 days ago

Healthcare$144/hrFull-time

About the role

The incumbent serves as a Clerk in a VHA Patient Aligned Care Team or a Specialty Care Support Team at the Lubboco VA Outpatient Clinic at the Amarillo VAHCS. Important Interfaces and collaborations occur with providers including VA and Non-VA specialist, hospital, diagnostic and treating facilities, and community-based programs. Incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty and ancillary services.

Responsibilities

Act as liaison/expeditor between patients and clinical staff as well as specialty and ancillary services.
Operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient identifying information into or from electronic health records, scheduling systems, and/or reports.
Schedule medical appointments in a clinical setting.
Communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers.
Manage patient communications in an interdisciplinary coordinated care delivery model (e.g., telephone and/or email).
Document appropriate information into an electronic medical record.
Notify supervisor when clinic access is outside established performance guidelines or if an individual patient cannot be scheduled within mandated clinic timeframes and/or by the patient's desired date.
Support patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number.
Validate and update patient demographic information during interactions with the patient to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
Notify provider or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies, and procedures.
Support patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number.
Use each interaction with the patient to validate and update patient demographic information - either in person during check-in or over the phone - to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
Notify supervisor when scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies, and procedures.
Support patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number.
Use each interaction with the patient to validate and update patient demographic information - either in person during check-in or over the phone - to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
Support patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number.
Use each interaction with the patient to validate and update patient demographic information - either in person during check-in or over the phone - to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Requirements

Basic Requirements: Citizenship - High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education.
Licenses/Certifications/Registrations: None.
Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements.

Qualifications

Experience: One year of experience equivalent to the GS-5 grade level.
Demonstrated Knowledge - Skills - and Abilities: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution; Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electronic health records, scheduling systems, and/or reports; Ability to schedule medical appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties performing patient support work; Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers.

Skills

Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
Customer service skills with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electronic health records, scheduling systems, and/or reports.
Ability to schedule medical appointments in a clinical setting.
Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
Effective communication skills in person, electronically, and/or by telephone with internal and external customers.

Benefits

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).

Total rewards of a Allied Health Professional: The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model in PACT or specialty care setting where the PACT model is used and may be required to serve on more than one team. The incumbent is able to 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. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. He/she must determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Responsible for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must review the clinic utilization by using various reports (e.g. - Clinic Utilization Statistical Summary) and assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The incumbent will notify his/her supervisor when clinic access is outside established performance guidelines or if an individual patient cannot be scheduled within mandated clinic timeframes and/or by the patient's desired date. He/she will work with the team to reinforce the plan of care by entering appropriate information into the electronic record (when directed) and through monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g. - X-ray - lab work). The incumbent will schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures. The incumbent will daily review active/pending consults, Electronic Wait List, and Recall List reports for accuracy and disposition. All appointments will be made with the patient's input or based on instructions from the clinic provider or other appropriate clinic staff. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. The incumbent is responsible for notifying the provider or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures. Scheduling instruction conflicts which cannot be appropriately resolved within team must be elevated to the MSA's supervisor. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification - name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information - either in person during check-in or over the phone - to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Additional duties or tasks may be assigned. Work Schedule: Monday - Friday, 08:00am - 04:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized 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: Adhoc Virtual: This is not a virtual position.

Paid Time Off

37-50 days of annual paid time off per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year)

Permanent Change of Station (PCS)

Not Authorized