Advanced Medical Support Assistant

Overview

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The incumbent(s) will provide a high level of administrative and clerical support in the Radiology Service Call Center area and Radiology reception areas.

• The Advanced MSA is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling patients' appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers twice daily in order to obtain appropriate workload credit;
  
  verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

• Duties include, but are not limited to:
• a. The incumbent serves in the Radiology Call Center receives incoming and making outgoing scheduling calls, Radiology reception areas to coordinate care for patients receiving care at the BPVAHCS and other areas, to include temporary telework for outgoing scheduling calls. Clinics and programs include the full range of services offered in Radiology Service.
• b. Prepares daily section schedules when assigned, preparing the hard-copy schedules, and collecting orders for technologist utilization. Orders are organized for the day, several assigned future dates, and prepared according to patient preparation details such as assigned equipment and patient needs.
• c. Secure and store assigned hard copy orders for future use in preparing he daily schedules for the assigned section.
• d. The incumbent can deliver optimal customer service to the caller and other customers with little to no complaints. The incumbent can navigate the healthcare system to meet the needs of the caller with minimal transfers.
• e. The incumbent is attentive and listens to the concerns and/or reason for the call and practices one call resolution. The incumbent is committed to resolve concerns with feedback and callbacks if necessary to the Veteran with the appropriate follow up.
• f. The incumbent can interpret and apply Service Business Rules and VHA Scheduling Directive and service level scheduling guide. The incumbent is knowledgeable of negotiating the appointment, appropriately documents, read and interpret Radiology orders and consults, provider's plan of care, and HAS ADT text orders to coordinate care.
• g. Accepts and supports the guiding principles of this Healthcare System The incumbent displays excellent time management skills, takes initiative, and works to minimize delays in answering incoming calls. The incumbent actively engages to improve the Call Center process and efficiency.

• Work Schedule
  :
  Monday-Friday 8am-4:30pm with occasional Saturdays
• Permanent Change of Station (Relocation Assistance): Not Authorized

• Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
• Paid Time Off: 37-50 days of annual paid time off 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 authorized
• Virtual: This is not a virtual position.
• PCS: Not Authorized

Requirements