Medical Support Assistant (Advanced)

Department of Veterans Affairs

Incumbent serves as the Mental Health Service Advanced Medical Support Assistant (MSA) and provides clerical and administrative support for multiple clinical programs within Mental Health Service at the San Francisco VAMC, Santa Rosa South VA Clinic.

• Total Rewards of a Allied Health Professional The Advanced MSA for Mental Health Service enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to the area assigned. They schedule and coordinate appointments for patients with various clinics, ensuring all treatment requested by the clinicians have been scheduled, and rescheduling appointments when necessary. Coordinates the scheduling to avoid conflicts in different clinic schedules. Ensures appointments are timely and in accordance with physicians and clinician's requests. Ensures preappointment letters and three follow reminder appointment calls are made as the action plan to address the Missed Opportunity Performance Measure for Mental Health Service. Receives telephonic requests for information and transmits requests to the appropriate physician and/or clinician. Assists clinic administrator and other personnel with workload accountability information such as the Encounter Action Required Reports, and Electronic Waitlists. Responsible for answering calls received and are professional, courteous, and tactful in nature, and that responses given are appropriate. Responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Ensures staff is knowledgeable of the services provided and are prepared to furnish information such as: telephone numbers, locations of offices and personnel and clinic hours of operation. Receives patients via telephone calls and visitors to clinics, as the initial point of contact, ascertaining the nature of the call or visit, obtaining identifying information, and determining the nature and urgency of the patient's request. Applies clinic guidelines concerning release of patient information. Interviews new patients to the clinic, determining nature of visit and providing information on appointment, clinic hours, and services. Refers urgent messages and patient results for immediate actions. Provides information regarding unit, clinic and hospital policies, procedures, and locations to patients, family members, staff, etc., or refers to other resources for difficult questions or concerns. Monitors and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. Responsible for the clerical duties inherent in the admission, care and discharge of inpatients or the in processing, care and out-processing, of outpatients and guests. Reconciles end-of-shift/end-of-day processing and reports such as documentation of daily no-shows and cancelled appointments. As required types routine correspondence, progress reports, memorandum and statistical reports using VISTA and Excel. May perform various duties in making arrangements for travel. Maintains the space utilization calendar for staff, scheduling and preventing double booking of clinical space for patient care based on staff schedules for the day and during leave of absence. Maintains all patients' records, either electronic or paper, according to regulation insuring each entry contains proper patient and health care proper identification. Performs duties as a timekeeper and will provide administrative assistance with Engineering work orders and non-ADPAC related computer work orders. Work Schedule: Monday- Friday, 8:00am-4:30pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662-09517F Permanent Change of Station (PCS): Not Authorized

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