The Medical Support Assistant (MSA) position serves as the Front Desk Reception/Clinic Clerk and is a foundational role at the Rochester Community Based Outpatient Clinic (CBOC). This position is located in the Rochester Community Based Outpatient Clinic at Calkins Rd. This clinic provides a full range of outpatient services including Veterans Service Center, Specialty Care services; Patient Aligned Care Teams (PACT); Diagnostic and Therapeutic services, and Behavioral Health care.

Duties

Works collaboratively with all members of the Rochester CBOC Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients Maintains appointment schedules for the outpatient clinics 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 Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number Must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients Collects, scans, and updates health insurance information serving a major role in the revenue process Contributes to the revenue collection process by identifying patients with third party insurance As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone Screen patients in person and 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 In the Rochester CBOC, such phone calls may involve a patient in crisis and require rapid and accurate assessment and problem-solving to triage the call to the appropriate provider. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities; a. Schedule appointments, to include processing of return to clinic orders in a timely manner. Appointments are made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Ensure appropriate use of the recall reminder software. c. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. May assist patients in coordinating Release of Information (ROI) requests by directing as appropriate to ROI office Serves as the primary contact person for Veterans checking in for appointments at the Rochester CBOC and directs and assists all Veterans as needed Assists veterans with any kiosk related check in issues, utilizes vetlink software for patient check in and demographic updates Able to 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 Posseses advanced medical terminology knowledge Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Supervisory Controls Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21N39-O Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). GS 05 Requirements Experience. One year of experience equivalent to the [GS-4] grade level; OR, Education. Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive [medical and patient identifying] information [(PII)] into or from electronic [health] records, scheduling systems, and/or reports. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 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], with [internal and external customers]. Skill in customer service with the ability to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution. References: VA Handbook 5005/117; Part II; Appendix G45. The full performance level of this vacancy is GS-05. Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Canandaigua VA Medical Center 400 Fort Hill Ave Canandaigua, NY 14424 US
• Name: Stephen Jones
• Phone: 315-425-3791
• Email: [email protected]