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Advanced Medical Support Assistant (Medical Administration Service)

Department of Veterans Affairs

This is a Full-time position in Dallas, TX posted May 10, 2021.

* VideosVideos* DutiesHelpDutiesSummaryThe Primary Purpose of the Position is: To perform a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients in support of veterans’ treatment in outpatient clinics and inpatient care units at these facilities.The Organizational Location of the Position is: Medical Administration Service, VA North Texas Health Care System (VANTHCS).Learn more about this agencyResponsibilitiesReceives, 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.

Performs basic eligibility and copays determinations and preauthorization actions.

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.

Monitors, request, scan and updates patient insurance information via insurance buffer software (ICB-NTX-live) and or the Preregistration 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.

Advanced Medical Support Assistant (MSA) 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.

Monitors and schedules appointments from clinical consult request within the guidelines of VHA Scheduling Directive.

Monitors the Medical School’s provider schedule and confirms clinic coverage.Work Schedule: 8:00 am
– 4:30 pm, Monday
– FridayFinancial Disclosure Report: Not requiredTravel RequiredNot requiredSupervisory statusNoPromotion PotentialNone* Job family (Series)0679 Medical Support Assistance* RequirementsHelpRequirementsConditions of Employment* You must be a U.S.

Citizen to apply for this job* Selective Service Registration is required for males born after 12/31/1959* You may be required to serve a probationary period* Subject to a background/security investigation* Must be proficient in written and spoken English* Selected applicants will be required to complete an online onboarding processQualificationsBasic 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: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.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.Certification: None required.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).Preferred Experience:* Previous Clinical Experience.* Previous Experience Scheduling: Appointments, Cancellations, Labs, X-rays.* Previous Experience providing customer service and resolving informal complaints.* Previous Experience verifying and updating insurance.* Previous Experience working in a team environment.* Previous Experience working independentlyGrade Determinations:Medical Support Assistant (Advanced), GS-6(a) Experience.

One year of experience equivalent to the (GS-5) grade level.(b) Assignment.

The Advanced MSA (provides specialized and expert administrative patient support while working) collaboratively in an interdisciplinary coordinated care delivery model.

(Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Recommends changes to existing clinic procedures based on current administrative guidelines.

Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Coordinates) with the patient care team to review clinic (appointment availability) (utilization) ( ) to ensure that clinic (schedules are) closely monitored to effectively support the needs of the clinics, and (makes adjustments as necessary).

(MSAs at this level) develop (and/or) maintain effective and efficient communication with the patient, interdisciplinary (coordinated care delivery model teams) , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; (prepare correspondence) to notify patients of normal lab results; manage a ( ) system for follow-up care such as consults, tests, etc.).Other assignments at this level include, but are not limited to: (processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in) team huddles and team meetings to manage, plan, (problem solve, and follow-up with) patient (care by sharing information and collaborating with the interdisciplinary team); setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; (identifies incomplete encounters and communicates findings to providers; as needed; assists) the team to reinforce the plan of care and self-help solutions; (enters) appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; (manages patient systems) to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether (the patient requires an immediate appointment; informs team members) about shared patients ((i.e)., those who receive their care at multiple (VA centers) or those who (receive) care in the community).

For all (assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time).Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate (all of) the KSAs below:i.

Ability to collaborate (and) communicate (with a wide range of medical clinicians 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 is met.)ii.

(Ability to independently) set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.iii.

Ability to communicate tactfully and effectively, (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 organizational levels, (as well as resolving patient concerns).iv.

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 to care.(v.) Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the communityoperational activities that affect patient flow, and patient support care (administrative functions) to include, but not limited to appointment cycles,outside patient referrals, follow-up care, overbooking, provider availability, etc.(vi.) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.References: VA Handbook 5005/117 Medical Support Assistant, Part II Appendix G45, August 1, 2019.The full performance level of this vacancy is GS 6.

The actual grade at which an applicant may be selected for this vacancy is GS 6.Physical Requirements: The position is a sedentary position.

The employee will be required to sit for prolonged periods of time at his/her workstation while performing daily tasks (answering t

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