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Medical Support Assistant - CALL CENTER BONHAM

Company: Veterans Affairs, Veterans Health Administration
Location: Bonham
Posted on: May 14, 2022

Job Description:

Summary To perform a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients, the processing of a Compensation and Pension (C) claims, the processing of Patient funds and Beneficiary Travel Reimbursement in support of veterans' treatment in outpatient clinics and inpatient care units at these facilities. Responsibilities This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 30, 2022. The initial cut-off date for referral of eligible applications will be January 28, with subsequent cut-off dates every two weeks until 9/30/2022. Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled. Applicants who are referred will be considered for 90 days, after 90 days applicants will have to reapply. Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patient's eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, reschedules follow-up and/or consult appointments, travel arrangements, and Compensation and Pension appointments. Responsible for accessing electronic medical records, reviewing and verifying provider's orders for patient treatment, entry of doctor's orders, consult requests and reviewing updated alerts from providers. Interacts with bed control nursing staff to coordinate patient flow and provide a real-time bed management system. Uses VistA to record, and initiate patient movement computer entries appropriate to patient status (admission, observation, inter-ward transfer, bed assignments, pass/authorized absence, ASIH, and lodgers, provider entry or changes, treating specialty, discharge type or other). Performs eligibility, copays, and travel reimbursement determinations as well as preauthorization actions. Responsible for c-file management to include: receipt acknowledge of all incoming medical records, breakdown, reorganization of and out -processing of records following the medical examination. Processes emergency and non -emergency transfers to other VA facilities or private hospitals. Possess the knowledge and understanding of the guidelines associated with the Electronic Wait List, Vista Scheduling Enhancements (VSE). Monitors, request, scan and updates patient insurance information via insurance buffer software (ICB-NTX-live) and or the Pre-registration program. Verifies, updates, and confirms current demographic information from Kiosk in Vetlink, and use of Veteran Scheduling Enhancement (VSE) and/or Veterans Health Information and Technology Architecture (Vista) software packages- preregistration menu when patient's check-in for their scheduled or unscheduled appointment. Performs pre-registration via telephone during pre-appointment and pre-registration calls by proper identification of patients by requesting identifiers such as date of both, next of kin and full social security number. Verify submitted information from Kiosk into Vista beneficial travel package to ensure patients are eligible and compensated for mileage according to VHA travel directive. Prepares and provides patient with travel voucher during or after appointment time. Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope in order to obtain appropriate workload credit. Reviews VSE open request, appointments or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews. Work Schedule: Monday-Friday 7:30am-4:00pm - Tours of duty will vary based on specific unit needs and may include weekend hours Telework: Not Available Virtual: This is not a virtual position. Position Title/Functional Statement #:Medical Support Assistant - CALL CENTER BONHAM/PD00000 and PD000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications BASIC REQUIREMENTS. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.) 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. Grade Determinations: Medical Support Assistant, GS-5 (a) Experience. One year of experience equivalent to the GS-4 grade level demonstrating the following KSAs: i. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients. ii. Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. OR, (b) Education. Four years of education above high school. TRANSCRIPTS REQUIRED GS-5: Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to [schedule medical] appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone], with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Preferred Experience: Previous clerical or administrative work. One year of experience operating computer programs, applications and systems (i.e. email, Word, Excel, EHR) One year of good customer service experience Previous experience making and receiving phone calls. Experience working independently to accomplish duties or tasks. Experience resolving informal/formal complaints from customers. References: VA Handbook 5005, Part II, Appendix G45 Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. program NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. 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. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement using the reasonable accommodation process. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

Keywords: Veterans Affairs, Veterans Health Administration, Allen , Medical Support Assistant - CALL CENTER BONHAM, Healthcare , Bonham, Texas

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