Medical Support Assistant

About the role

Works collaboratively in an interdisciplinary coordinated care delivery model and assists clinical providers in coordinating certain administrative details, appointment schedules, and clinic consult services.

Responsibilities

• Assists in scheduling and rescheduling patients for treatment.
• Interviews for appointments and refers patients to other medical specialty clinics.
• Provides information to patients necessary to resolve complaints.
• Communicates with both internal and external customers.
• Schedules appointments in accordance with VHA national scheduling guidelines.
• Validates and updates patient demographic information to decrease the incidence of returned mail and uncontactable patients.
• Explains the VA's mandate to collect insurance information.
• Identifies patients with third-party insurance for the revenue collection process.
• Promotes veteran registration for and utilization of My HealtheVet (MHV).
• Notifies supervisor if an individual patient cannot be scheduled within mandated clinic timeframes.
• Timely review of active/pending consults for accuracy and disposition.

Requirements

• Must be proficient in written and spoken English.
• Must possess a High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Must demonstrate the following KSA's:
• KSA-1: 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.
• KSA-2: Advanced knowledge of medical terminology specific to understanding medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• KSA-3: Ability to schedule medical appointments in a clinical setting.
• KSA-4: Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• KSA-5: Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• KSA-6: Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.

Qualifications

• One (1) year experience that is directly related to the duties of a Medical Support Assistant (MSA) and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.
• Two years of education above high school.

Physical Requirements

• The employee must be able to travel to spoke sites for training and program implementation.
• The incumbent must be able to bend, walk, lift to 15 pounds, drive a motor vehicle, and stand.

Benefits

• Comprehensive benefits package including health, vision, dental, term life, long-term care, and paid time off.
• Retirement plan with up to 5% in contributions by VA Insurance.
• Parental leave after 12 months of employment.
• Child care subsidy after 60 days of employment.
• Flexible work schedule and telework options.