Job Details

Medical Support Assistant

The duties related to this position include but are not limited to the following:

• Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility, ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals.
• 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.
• Cognizant of the many tasks required in performance of their respective roles and be attentive to detail and precise in the gathering and recording of information pertinent to the activities with which they are involved.
• Interpret a variety of provider's orders, referrals, specific allergies, and other patient administrative activities such as Means Testing, demographic updates, Beneficiary Travel benefit determination.
• Support patient safety standards using the correct VA identification of all patients through the use of two forms of identification, name and full Social Security Number and/date of birth.
• Able to interact with patients to validate and update demographic information, in person during check-in or over the phone.
• Contribute to the revenue collection process by identifying patients with third party insurance and updates insurance information in ICB, the success of their efforts directly impacts facility funding.
• Independently perform work in conformance with all directives, regulations, and VA policies to contribute and assist in attaining Business Office goals, develop and maintain open communications with others and work well as a team member to master the position and provide good customer service to internal and external stakeholders.
• 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.
• Knowledge of basic eligibility for medical care to include priorities for care, basic guidelines for Beneficiary travel, the Release of Information (ROI) process and the Non-VA Care program is necessary to provide guidance and correct information to veterans.
• Able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities:
• a. Schedule appointments and utilize the Electronic Waiting List (EWL) accurately in a timely manner.
• b. Notify supervisor when clinic access is less than desirable or if a patient cannot be scheduled within mandated clinic timeframes.
• c. Conducts daily review of active/pending consults, Electronic Wait List, Recall list and Audio Care communications for accuracy and disposition.
• 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 and complete the myriad of administrative tasks required of them.
• Other duties as assigned.

Work Schedule: Monday through Friday - 7:30am to 4:00pm with Rotating Saturdays

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

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: Ad-Hoc - May be authorized at supervisor discretion.

Virtual: This is not a virtual position.

Functional Statement #: 08707-F

Permanent Change of Station (PCS): Not Authorized