The Medical Support Assistant will work collaboratively in an interdisciplinary coordinated care delivery model. They work with the patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.

Duties

Coordinates and maintains overall patient flow. Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner. Receives patients and visitors in person or telephonically. Analyzes situations to determine what decisions can be made or if advise of higher authority is needed. Initiates, completes, and verifies patient eligibility for benefits. Updates and verify insurance. Updates and verifies demographic information. Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff. Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients. Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities. Coordinates and schedules patient appointments, consultations and referrals with other clinics, specialties, and inter-facility as appropriate. Consult Management. Serves as coordinator for questions including interpretation of policy. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Maintains patient's confidential records, copies, and file documentation. Scans and enters information into VISTA, CPRS. Work Schedule: Various shifts, subject to irregular tour of duty based on the need of the organization. May include nights, evenings, weekends and holidays. Virtual: This is not a virtual position. Functional Statement #: 30008F

Requirements

Qualifications

I. 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. English Language Proficiency: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position. Education and/or Experience Combination: Education. One year equivalent to the [GS-4] grade level. Education: Four years of education above high school. 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). II. GRADE QUALIFICATIONS: A. SPECIALIZED EXPERIENCE: . One year of experience equivalent to the next lower grade level (GS-4). Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities associated with active professional laboratory practice. Examples of specialized experience are: Assisting 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; updating demographic information, scheduling appointments, collection insurance information, data entry, administratively managing consultation requests, and electronic wait list, and notifying the patient of his/her appointment; developing and maintaining specific reports used by the patient care team to monitor, track and trend care delivery as well as participating and leading quality improvement efforts focused on cost, access, quality and customer satisfaction; etc... B. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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. C. SUBSTITUTION OF EDUCATION FOR EXPERIENCE: You may substitute education for specialized experience if you possess the following :At least four (4) years of Education above high school or a Bachelors Degree (You must submit copies of transcripts as proof) QUALIFICATION STANDARDS: VA Handbook 5005, Part II, Appendix G45, dated June 7, 2012. This standard is available for review or you may access this standard through the internet at the following address: http://vaww1.va.gov/ohrm/T38Hybrid/QualStandards.htm. 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-5. Physical Requirements: The work is mostly sedentary in nature, requires non-routine walking, bending, and lifting of objects of 15-25 lbs. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Bruce W Carter Department of Veterans Affairs Medical Center 1201 Northwest 16th Street Miami, FL 33125 US
• Name: Jeannette Ortiz
• Phone: 813-816-7155 X100222
• Email: [email protected]