Advanced Med Support Assistant - Call Center
As a front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. 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. Supports clinics regarding clinic profile management. Collects and updates insurance information from Veterans, family members and other eligible patients. Prepares correspondence and memos as needed. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable. Promotes Veterans registration for and utilization of MyHealthyVet (MHV) Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule:
Monday - Friday 8am - 4:
30pm Financial Disclosure Report:
Not required 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. Physical Requirements:
See VA Directive and Handbook 5019 English Language Proficiency:
MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
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 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-6 -
Experience:
One year of experience equivalent to the GS-5 grade level.
Experience:
Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.Answering phones, greeting patients, relaying messages to appropriate staff, interpreting and verifying provider orders. Scheduling, canceling, re-scheduling appointments and/or consults, entering no show information, participating in huddles. 1. Ability to 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. 2. (Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients) 3. Ability to (schedule medical) appointments in a clinical setting 4. Ability to work independently in the accomplishment of a wide variety of duties (performing patient support work) 5. Ability to communicate effectively and professionally (in person, electronically, and/or by telephone), with (internal and external customers) 6. (Skill in customer service with the ability) to identify (customers) concerns, (and refer) to the (appropriate staff) as necessary to ensure a satisfactory resolution. Candidates must also demonstrate (all of ) the KSAs below:
1. 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) 2. (Ability to independently) set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. 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). 4. 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. 5. 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. 6. Advance knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the GS-6. Physical Requirements:
Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities.
Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday 8am - 4:
30pm Financial Disclosure Report:
Not required 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. Physical Requirements:
See VA Directive and Handbook 5019 English Language Proficiency:
MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
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 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-6 -
Experience:
One year of experience equivalent to the GS-5 grade level.
Experience:
Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.Answering phones, greeting patients, relaying messages to appropriate staff, interpreting and verifying provider orders. Scheduling, canceling, re-scheduling appointments and/or consults, entering no show information, participating in huddles. 1. Ability to 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. 2. (Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients) 3. Ability to (schedule medical) appointments in a clinical setting 4. Ability to work independently in the accomplishment of a wide variety of duties (performing patient support work) 5. Ability to communicate effectively and professionally (in person, electronically, and/or by telephone), with (internal and external customers) 6. (Skill in customer service with the ability) to identify (customers) concerns, (and refer) to the (appropriate staff) as necessary to ensure a satisfactory resolution. Candidates must also demonstrate (all of ) the KSAs below:
1. 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) 2. (Ability to independently) set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. 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). 4. 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. 5. 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. 6. Advance knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the GS-6. Physical Requirements:
Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities.
- Department:
0679 Medical Support Assistance - Salary Range:
$42,308 to $55,001 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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