[Hiring] Medical Support Assistant @Minneapolis VA Medical Center

Role Description

The Medical Support Assistant (MSA) serves in the VISN 23 VA Health Connect, formerly known as the Clinical Contact Center (CCC). The MSA is responsible for VISN wide scheduling and rescheduling of appointments in accordance with VHA national scheduling guidelines, referring patients to other medical specialty clinics, interacting with both internal and external customers, and coordinating information related to patient care and services.

• Independently performs a full range of duties related to the delivery of healthcare services in a VISN CCC.
• Advises clinical staff on current administrative processes.
• Works collaboratively with CCC team in resolution or direction of calls via various available contact modalities.
• Schedules, cancels, reschedules patient appointments and/or consults.
• Enters no-show information.
• Monitors appointment requests from multiple electronic sources.
• Gathers and obtains medical information from patients.
• Processes medication refill requests.
• Reviews electronic health records.
• Participates in huddles (with cameras on) with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC.
• Monitors outpatient appointments in areas of responsibility.
• Verifies and updates demographic when contacted by patients.
• Ensures Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
• Utilizes various software, hardware system products and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
• Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
• Provides high quality customer service to Veterans and their families/caregivers.
• Communicates tactfully and effectively to all customers.

Qualifications

• Knowledge of MSA Practices.
• Creditable Experience: Experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.
• Basic Requirements:
  • Citizenship: Be a citizen of the United States (U.S.).
  • Experience: No experience required.
  • Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
  • Licensure/Certification/Registration: None.
  • Foreign Education: Must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials.
  • Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
  • English Language Proficiency: Proficient in spoken and written English.

Requirements

• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient identifying information (PII).
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone.
• Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary.

Benefits

• Competitive salary and regular salary increases.
• 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).
• 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.
• 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.
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
• Federal health/vision/dental/term life/long-term care insurance.