This position serves as a Medical Support Assistant in the Radiology department at the Indianapolis VA Medical Center. The position is under the supervision of MSA Supervisor, while taking direction from the Lead Scheduling MSA. Occupation involves scheduling, rescheduling and cancelling patient appointments for Diagnostic Radiology, CT Scan, Ultrasound, PET/CT, MRI and Nuclear Medicine.

Duties

This position requires practical knowledge of medical terminology and procedures common to each modality, department procedures for the scheduling/registration of patient appointments, and HIPAA procedures regarding release of patient information. Analytical ability, judgment, discretion, and dedication to customer service are required on a daily basis to carry out the functions of this position. Provides specialized patient support for Veterans needing to schedule and coordinate complex imaging exams with a multi-disciplinary approach. Works closely with each modality to review workflow and new procedures. Communicates routinely with clinics and providers to effectively plan and coordinate the Veterans care by placing consults for beds, labs and transportation. Serves as key contact for physicians, veterans, family members, and other staff members who are trying to obtain radiology images, reports, and other related information regarding radiological procedures, images, and reports. Personally greet veterans, families, and other staff members requesting assistance. Resolves simple complaints of patients and refers others to the supervisor. Answers general questions pertaining to Imaging Service such as, but not limited to, policies, appointment cancellation, hours, and availability of services. Reviews the Mission Act with Veterans and discusses the various options that are available. Utilizes the Decision Support Tool (DST) to determine appropriate requests for Mission Act exams. Reviews to see if Veteran qualifies for community care per the Mission Act guidelines utilizing the consult tracking tools. Communicates with ordering providers when patient is eligible for community care. Follows National Radiology Program Office scheduling guidelines and adheres to timelines that are set forth to address orders and contact veterans for appointments. Receives telephone calls from internal and external customers in timely manner. Provides the appropriate response to inquiries and responds to requests for appointments in timely manner. Determines the source of the telephone call and handles appropriately in accordance to Service and Medical Center policies. Effectively screens patients at time of scheduling to assess risk factors or contraindications. Schedules patients for radiology tests, blood draws, and hydrations in accordance with Service procedures and policies; and instructs patients on standard preparation procedures required prior to testing (i.e. liquid intake, medications, dietary instructions, lab tests, etc). Manages entire scheduling process for complex imaging exams and ensures imaging protocols are followed to expedite patient care. Ensures patients requiring contrast studies have appropriate labs prior to their scheduled examination and reacts to abnormal lab results by notifying provider and scheduling hydrations and additional resources to support clinical needs. Inputs consults for beds needed for pre-study hydration or post exam recovery. Schedules appointments in the scheduling package; avoiding conflicts with other scheduled appointments within the Service, and other Medical Center services. Ensure that ALL patient appointments are entered into the RMS appointment package with the complete order in a timely manner. Utilizes patient driven scheduling criteria to aid in decreasing no-show and missed opportunities. Monitor RMS appointment package to ensure that are no patient overbooks scheduled unless requested by Imaging supervisor and/or staff Radiologist. Notifies section personnel immediately on the arrival of patients awaiting examinations. Notify staff upon the arrival of all STAT requests to their section. Ensures registered patients are brought to the attention of technologist staff immediately upon patient registration, as appropriate. Receives new and recurring patients to the service, reporting any obvious changes in patient behavior to the professional staff. Familiar with HIPAA policies and procedures regarding release of patient information. Tracks and documents patient Release of Information (ROI) request for radiological reports and images to ensure proper procedures are applied and patients receive images and/or reports in a timely manner. Work Schedule: Full -Time,Monday-Friday 8:00am - 4:30pm Virtual: This is not a Virtual Position Compressed /Flexible: Not Available Telework : Yes - Ad hoc Relocation/Recruitment Incentives: Not Authorized Functional Statement #: 91960-0 Permanent Change of Station (PCS): Not Authorized Financial Disclosure: Not required Travel: Not required

Requirements

Qualifications

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 and Education. 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 English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). Grade Determinations: GS6 Advanced MSA Experience: One year of experience equivalent to the GS-5 grade level (full performance) providing specialized and expert administrative patient support in an interdisciplinary coordinated care delivery model. Demonstrated Knowledge, Skills, and Abilities (KSAs) Candidates must demonstrate, in their resume, all of the KSAs below: a. Ability to collaborate and communicate across multiple disciplines ( e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists and nursing staff) to accomplish team goal setting to ensure medical care to patients. b. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. c. Ability to communicate tactfully and effectively, either electronically, by phone, in person and in writing with internal and external customers. This may include preparing reports in various formats and presenting data to various organization levels, as well as resolving patient concerns. d. Advanced knowledge of the technical health care process, including but not limited to, scheduling across interdisciplinary coordinated care delivery and or care in the community models and patient health care portals, as it relates to access of care. e. Advanced knowledge of policies and procedure associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care, to include, but not limited to, appointment cycles, outside patient referrals follow-up care, overbooking, provide availability, etc. f. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinician. References: VA Handbook 5005/117, Part II, Appendix G45 Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, and/or records. No special physical demands are required to perform the work.

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 Richard L Roudebush VA Medical Center 1481 West Tenth Street Indianapolis, IN 46202 US
• Name: Lenora Turney
• Phone: 317-793-8031
• Email: [email protected]