Medical Support Assistant (Call Center)

Full Job Description

This position provides administrative support services to Veterans residing in the Primary Service Area of the Edward Hines, Jr. VA Hospital. The Edward Hines Jr. VA is a 1A complex facility.

"The 2-page Resume requirement does not apply to this occupational series.

For more information, refer to Required Documents below." Basic Requirements: CITIZENSHIP: Be a citizen of the United States (U.S.).

Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).

ENGLISH: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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.

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT ONE OF THE FOLLOWING GRADE LEVELS TO QUALIFY FOR THIS POSITION.

GS-5 Grade Requirements: Must have one of the following: This is the full performance level for MSAs.

At this level, the MSA is expected to independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.

Experience: One year of experience equivalent to the GS-4 grade level that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.

At this grade level, experience consists of: interacting with internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating insurance information in automated systems; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments OR Education: Two years of education above high school.

(TRANSCRIPTS REQUIRED). AND Demonstrated Knowledge, Skills and Abilities: 1.

Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electron 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 customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-05.

The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. Major Duties:

Functions or Scope of Assigned Duties:The MSA works collaboratively in an interdisciplinary coordinated care delivery model or other specialty care setting where the specialty care team model is used.

Ancillary Services. Clinics that provide diagnostic studies and/or support services to assist in the provision of patient care.

Areas of service include, but are not limited to, Blind and Vision Rehabilitation, Diagnostic Laboratory, Nutrition and Food Service, Prosthetics, Radiology (x-rays and imaging), Recreation and Creative Arts Therapists (music, art, dancing, and drama), Social Work (housing, discharge, planning, family support), and Speech/Language Pathology.

Call Center.

Centralized unit dedicated to multiple ancillary and interdisciplinary outpatient clinics that determine the need of the caller (i.e., scheduling, processing refill requests, reviewing CPRS, and routing clinical questions to appropriate clinical staff).

Care in the Community (CitC). The local VA Community Care department is the 'clinic' that coordinates all patient services for Veterans outside the VA Healthcare System. Consult Management.

Includes the basic review and scheduling of patient consult appointments and further review of a specific clinics consults, (i.e., care in the Community consults, primary care provider entered consults and specific clinic consult listings).

This review includes identification of status issues, (i.e.

scheduled but not linked; scheduled to past appointment; significant findings, etc.) and taking appropriate action to fix such issues or referring to lead/supervisor for further action.

Direct Scheduling. Schedules routine appointments without a consult referral. Interdisciplinary Coordinated Care Delivery Models.

Coordination of care across all elements of the broader health care system, which may include primary care, mental health, specialty care, Call Center, and community care services and support.

Patient Aligned Care Team (PACT).

Team of health care professionals that provides comprehensive primary care in partnership with the patient, and the patient's personal support person(s), and manages and coordinates health care services consistent with agreed upon goals of care.

Patient Systems. Various software, hardware system products, and data portals used to transfer and capture information electronically used in the support of the daily operation of the unit.

These systems include, but are not limited to: Veterans Integrated System Technology Architecture (VistA), Computerized Patient Record System (CPRS), Vetlink, VistA Scheduling Graphical User Interface (VS GUI), Insurance Capture Buffer (ICB), VHA Support Service Center (VSSC), Fee Basis Claim System (FBCS), Bed Management Systems (BMS), Compensation and Pension Record Interchange (CAPRI), Veterans Benefit Management System (VBMS), Strategic Analytics for Improvement and Learning (SAIL), Patient Centered Management Model (PCMM), Picture Archiving and Communication System (PACS), Telecare Record Manager (TRM), Automated Call Delivery (ACD), Audio Care (AC), Business Intelligence Service Line (BISL), Scheduling Audit Tool (SAT), and Veterans Affairs Portal to view external medical records.

Patient systems names may vary from institutions and change over time. Specialty Clinics. A variety of specialized medical, surgical, and mental health outpatient clinics.

Services performed in the Specialty Care Clinics include, but are not limited to: Arthritis Clinic, Cardiology Clinic, Cardio-Thoracic Clinic, Chest/Pulmonary Clinic, Colorectal Clinic, Dermatology Clinic, Diabetes Education, Ears, Nose and Throat Clinic, Eye Clinic, Gastroenterology Clinic, General Surgery Clinic, Hand and Plastics Reconstruction Clinic, Liver Clinic, Metabolic/Endocrine Clinic, Neurology and Memory Disorder Clinic, Neurosurgery Clinic, Orthopedics Clinic, Podiatry Clinic, Proctology Clinic, Renal Clinic, Traumatic Brain Injury Clinic, Urology Clinic, and Vascular Clinic.

Specialty clinic names may vary from institutions and change over time. Performs other directly related duties as assigned. Work Schedule: Full Time, Monday - Friday, 8:00am to 4:30pm CST.

Tour of duty may vary based on the needs of the service. Telework: Not Suitable. Virtual: This is not a virtual position. Functional Statement #: 01763F.

Relocation/Recruitment Incentives: Not Authorized. Financial Disclosure Report: Not required.