Advanced Medical Support Assistant (Health Benefits Advisor)
The incumbent's work impacts the administrative aspect of patient care, including:
access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. The performance of daily rounds to the assigned clinic areas is required. This may include frequent visits to offsite clinics to fill-in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas. May be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives. This description is not all inclusive and does require other duties as assigned. Work Schedule:
Monday through Friday, 8:
00 a.m. to 4:
30 p.m. Financial Disclosure Report:
Not required Telework:
Not authorized. Virtual:
Not authorized. Incentives:
Incentives are not authorized for this recruitment. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/14/2020. 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. 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:
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, One year above high school; OR, An equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. This position is being announced above the full performance level of the MSA series. Therefore, in addition to the basic requirement above; candidate must also meet the grade requirement and KSAs described below:
Grade Determinations:
Candidates must have one year of experience equivalent to the GS-5 grade level. Examples of specialized experience include, but are not limited to:
access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all f the KSAs below:
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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. 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. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred
Experience:
Advanced knowledge of medical terminology 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. Ability to schedule medical appointments in a clinical setting References:
VA Handbook 5005/117, Part II, Appendix G45, dated 08/01/19. Physical Requirements:
The position will require light lifting (under 15 pounds), light carrying (under 15 pounds), working closely with others. 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).
Estimated Salary: $20 to $28 per hour based on qualifications.
access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. The performance of daily rounds to the assigned clinic areas is required. This may include frequent visits to offsite clinics to fill-in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas. May be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives. This description is not all inclusive and does require other duties as assigned. Work Schedule:
Monday through Friday, 8:
00 a.m. to 4:
30 p.m. Financial Disclosure Report:
Not required Telework:
Not authorized. Virtual:
Not authorized. Incentives:
Incentives are not authorized for this recruitment. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/14/2020. 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. 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:
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, One year above high school; OR, An equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. This position is being announced above the full performance level of the MSA series. Therefore, in addition to the basic requirement above; candidate must also meet the grade requirement and KSAs described below:
Grade Determinations:
Candidates must have one year of experience equivalent to the GS-5 grade level. Examples of specialized experience include, but are not limited to:
access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all f the KSAs below:
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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. 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. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred
Experience:
Advanced knowledge of medical terminology 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. Ability to schedule medical appointments in a clinical setting References:
VA Handbook 5005/117, Part II, Appendix G45, dated 08/01/19. Physical Requirements:
The position will require light lifting (under 15 pounds), light carrying (under 15 pounds), working closely with others. 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).
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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