Medical Support Assistant (Advanced)

Department of Veterans Affairs•Marion, IL

26d•Onsite

About The Position

The Marion, IL VAMC is accepting applications for an Advanced Medical Support Assistant (Nursing-Mental Health) position with the VA, located at the Marion, IL VA Medical Center. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. The incumbent serves as an Advanced Medical Support Assistant assigned to a Patient Aligned Care Team (PACT) model or a Specialty Care setting involved in a PACT model within the Marion VA Healthcare System located in Marion, Illinois. The PACT team let is a primary care team that generally consists of a primary care provider (MD, NP, PA), registered nurse care manager, clinical associate (LPN or medical assistant/health technician) and an administrative associate (MA/MSA/health technician).The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting, and updating demographic and insurance information, patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day- to-day operations. The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The MSA participates in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.

Responsibilities

The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting, and updating demographic and insurance information, patient processing and customer service.
Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met.
The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues.
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Benefits

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 offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
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)

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