Medical Support Assistant

Medical Support AssistantThe Medical Support Assistant (MSA) is a staff position located under the Medical Administrative Service (MAS) at VA New Jersey Health Care System (VA NJHCS). The VA NJHCS is an integrated level 1B system comprising of two (comprehensive healthcare) facilities: East Orange and Lyons, and ten Community Based Outpatient Clinics (CBOCs) located throughout the State.Responsibilities include a variety of customer service functions including data entry, data retrieval and records processing. The incumbent is also responsible for scheduling appointments, recall scheduling and verifying provider orders for scheduling purposes. The MSA schedules Outpatient Clinic appointments using Veteran Health Information Systems and Technology Architecture (VistA) scheduling options. The MSA complies with established business rules to schedule and/or create provider and patient requested visits, consultations and recall scheduling, makes reminder calls and sends appointment letters to veterans. The incumbent complies with all mandatory training requirements. The incumbent's duties include but are not limited to: scheduling, cancelling, re-scheduling and/or recalling patients' appointments, consults and/or compensation & pension (C&P) examinations; appointment reconciliation including pulling clinic lists; appointment cancellation; retrieving and re-filing patient charts: assembling patient records; printing medication profiles; providing administrative support to Outpatient Clinics (OPCs) as needed; re-scheduling patient's appointments and/or consults; maintaining and entering no-show information; monitoring the electronic wait list and clinical availability; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms arc completed in order to obtain appropriate workload credit; performing data validation audits and quality care data retrieval oversight in order to obtain appropriate workload credit. He/she is responsible for verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing eligibility, co-pay and preauthorization requirements for specific coverage; acquiring knowledge of travel and all related duties for providing treatment; authorizing and calculating reimbursement of travel expenses for qualified outpatients: collecting data necessary to prepare monthly AMIS reports; Communicates scheduling and consult issues with clinical staff as needed. The MSA determines prima facie eligibility of veterans for care as part of the admissions process by screening documents provided by the veteran regarding his/her discharge from military service. If no evidence of discharge status is readily available, the incumbent initiates a search for the patient's eligibility by creating a HINQ inquiry and/or contacting the appropriate Regional Office. The MSA also elicits information from the veteran necessary to complete Insurance capture, as well as procure all required consent forms from the veteran. The MSA may at times advise the veteran on his/her eligibility for care and provide a meaningful explanation to an ineligible veteran based on Department of Veterans Affairs (VA) regulations and applicable law and refers the veteran to an appropriate source for further information when appropriate. Perform other duties as assigned.Work Schedule: Monday-Friday 8 a.m.-4:30 p.m.Recruitment Incentive (Sign-on Bonus): Not AuthorizedPermanent Change of Station (Relocation Assistance): Not AuthorizedPay: Competitive salary and regular salary increasesPaid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VAInsurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Telework: Not AvailableVirtual: This is not a virtual position.Functional Statement #:Requirements Conditions 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. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).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.Certification: None requiredMay 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:Medical Support Assistant, GS-5 Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school.Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. 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.)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.Reference: For more information on this qualification standard, please visit.