Medical Support Assistant

Department of Veterans Affairs

Medical Support Assistants at grade GS-5 are responsible for all duties required in the coordination of patient care, performing a full range of duties related to scheduling and patient flow within an interdisciplinary coordinated care delivery model.

• The mission essential incumbent(s) is responsible for assuring accurate, complete, and timely appointment management and the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling face-to-face (F2F), virtual, and non-traditional appointments, collecting insurance information, data entry and extraction, administratively managing consultation requests, clinical electronic waiting list, and notifying the patient, or designee, of his/her scheduled appointment or changes in clinic scheduling (ex. face-to-face appointment converted to Telehealth appointment or other non-traditional appointment). The incumbent(s) provides essential administrative clinic management and scheduling support to Physicians, Physician's Assistants, Advanced Registered Nurse Practitioners, Nurses, Dietitians, Social Workers, and other administrative and professional staff throughout the service area. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing, and consultative appointments, diagnostic and medical procedures for multiple clinical services. The mission essential incumbent(s) must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. This mission essential position of an MSA at this grade level must possess a degree of customer service i.e., tact, poise, diplomacy must be used in dealing with Veterans F2F who may have multiple health problems and may be frustrated with the diagnosis process. A caring, compassionate and sensitive manner is essential when explaining VA procedures to the Veteran and family members in a F2F environment. This mission essential position of an MSAs must work in a multi-screen computer environment and must be able to use VistA and Computerized Patient Record System (CPRS) screens bilaterally. (Example: when a consult is received, the patient's information is displayed in VistA.) The incumbent should be able to access CPRS on a separate screen, go to the consult, sign off on the electronic signature and book the appointment. MSAs must assure that providers or techs have ordered labs and x-rays so the appropriate appointment may be made. MSA must be proficient in typing, possessing speed, accuracy, and proper grammar, due to the significant amount of documentation. Duties include but are not limited to: Greeting and establish direct eye contact, be audible, choose words well, and listen with respect to the Veteran, their family, or their designee Interacting with both internal and external customer Establishing and maintaining medical outpatient and inpatient charts as well as administrative records Verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system Accurately obtaining medical information from patients Coordinating information and actions related to patient care and services Scheduling appointments in accordance with VHA national scheduling guidelines Maintaining a high-level of telephone communication skills (listening, interpreting, evaluating) VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Monday - Friday; 8:00am to 4:30pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 Permanent Change of Station (PCS): Not Authorized

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