Medical Support Assistant (Advanced) - Surgical Care

Advanced Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant in the Surgical Care service line at the Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling / coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing patient processing and customer service.

Major Duties : Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Assists 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. 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. 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. Participates in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Daily review of active / pending consults, EWL, Recall list and Audio care communications for accuracy and disposition. Coordinates administrative services for veterans, family members, caregivers, and public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Interprets and applies to a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Directs daily work of Clinical Support Section employees in the absence of the supervisor. Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill in other areas. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Generates patient workload reports for validation and monitors activity in clinical areas to ensure consistent and accurate reporting. Conducts patient / employee surveys, interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Interpret and communicate requirements of VI-IA Scheduling Directives and complete accurate scheduling responsibilities. Schedules appointments and utilize the EWL accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. The MSA may also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Serves as technical advisor and liaison with contacts at all levels. Incumbents must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans' entitlements and VA benefits, priorities for care, access to care and advanced clinical access. The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list.

Work Schedule : Monday thru Friday, 7 : 30am-4 : 00pm or 8 : 00am-4 : 00pm

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)

Requirements Conditions of Employment : You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12 / 31 / 1959. Must be proficient in written and spoken English. Subject to background / security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements.

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. 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, Education. One year above high school; OR, Experience / Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Medical Support Assistant (Advanced) GS-6 : This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following : REQUIRED EXPERIENCE : One year of experience equivalent to the GS-5 grade level that equips the candidate with the following : 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; Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Schedule medical appointments in a clinical setting; Work independently in the accomplishment of a wide variety of duties performing patient support work; Communicate effectively and professionally in person, electronically, and / or by telephone, with internal and external customers; Customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below :

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 organizes 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. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 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. 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.