Medical Support Assistant (Adv

Salary: $53,512.00 to $69,565.00 Per Year

The VA Hudson Valley Health Care System offers a full range of acute and chronic care services for veterans residing in six adjacent counties, including, Dutchess, Westchester, Putnam, Orange, Rockland, and Sullivan serving over 250,000 veterans. The employee will serve at the Advanced performance level for a Medical Support Assistant (MSA), performing a full range of duties in Health Administration Service at VA Hudson Valley Healthcare System.

Major duties

The duties and responsibilities of the Advanced Medical Support Assistant include but are not limited to the following: Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Utilizes specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. Monitors both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patient's check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e.,TRICARE, sharing agreements, [collaterals, research patient, VA employee], etc.). Coordinates with the patient care team to review clinic appointment availability/utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and adjusts as necessary. Develops and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Processes incoming patient secure messaging through MyHealtheVet and coordinates with care team as appropriate. Identifies incomplete encounters and communicates findings to providers. As needed, assists the team to reinforce the plan of care and self-help solutions. Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visiVprocedure. Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). Manage Consults, Recall Reminders and Return to Clinic orders for assigned teamleVteam Performs other duties assigned. Work Schedule: Monday through Friday from 8:00am to 4:30pm. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement # 12447-F Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. English Proficiency: You must be proficient is spoken and written English as required by 38 U.S.C. 7407(a). Education: Must have one of the following: High school diploma or transcript (including homeschooling). General Education Development (GED) certificate. Proficiency certificate issued by a State or Territorial Board or Department of Education Post-high school education. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: GS-06: One year of creditable experience equivalent to the next lower grade that includes, but not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. Preferred Experience: A minimum of one year of scheduling experience. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is generally primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.