Medical Support Assistant (Advanced)

The incumbent serves as a Medical Support Assistant (Advanced) within the Patient Administrative Service (PAS). This position provides Outpatient and Inpatient administrative services to Veterans residing in the Primary Service Area of the Edward Hines, Jr. VA Hospital. The Edward Hines Jr. VA is a 1A complex facility.NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.Major Duties:Must have knowledge of VA policies, regulations, guidelines, and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements (i.e., labs, EKGs, x-rays) to ensure readiness for the patient visit.Monitors ICB usage ensuring insurance is collected and captured appropriately at enrollment.Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package.Assist with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; support clinics regarding utilization and clinic profile management i.e., set-up of clinic grids, cancel and restore clinics.Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.Promotes Veteran registration for and utilization of My Healthy Vet (MHV).Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.The incumbent oversees the status of work for all lower grade MSA positions working in the various clinical services making day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly. Able to resolve workplace issues, simple informational complaints of employees, referring other to supervisor for resolution. Incumbent will conduct ongoing audits to ensure quality of work for accurate and timely scheduling of appointments. Recognizes and refers substandard performance or substandard behavior to supervisor as needed. Provides information and/or makes recommendations to supervisor on MSA performance, behavior. Identifies education and training needs of staff and evaluating scheduling practices. Makes recommendation for reassignments, recognition for outstanding performance and other personnel needs. Orienting and providing on the job training for new and current employees.As a front-line contact with patients and staff, in the scheduling role, the incumbent sets the tone for perception concerning quality of healthcare services at the VA and will show a high degree of tact and diplomacy when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. The incumbent supports patient safety standards using appropriate standards of identification. validation i.e., two forms of identification, name, and full Social Security Number. The incumbent must ensure preregistration is completed and collects, scans, and updates health insurance information serving a major role in the revenue process.This incumbent must have the ability to learn the technical competency in the use of BMS, VistA, VSE, CPRS, ICB Scanners, Vet-link, Kiosks, HIN, VAR and MHV. Must provide excellent customer service and have an advanced understanding of medical terminology, medical administrative practices, patient consult processes, patient scheduling procedures, medical record system, Privacy Act, HIPP A rules and the Freedom Act as they relate to the handling of confidential and sensitive patient information.Incumbent must be a proficient computer operator who is able to learn, understand, and monitor department specific software programs. Must also be knowledgeable in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook; proficient in gathering, analyzing, and reporting data as it relates to inpatient units and outpatient clinic operations.Work Schedule: Varies per location, generally Monday - Friday, 7:30am - 4:00pm. Tour of Duty also varies based on the needs of the service and you may be asked to work a Saturday a few times a year for expanding services.Telework: Not SuitableVirtual: This is not a virtual position.Functional Statement #: 01764FLocations:Aurora VA Clinic 161 South Lincolnway, Suite 120. North Aurora, IL 60542.Joliet VA Clinic 1201 Eagle Street. Joliet, IL 60432.Kankakee County VA Clinic 581 William Latham Drive, Suite 301. Bourbonnais, IL 60914.Oak Lawn VA Clinic 10201 South Cicero Avenue. Oak Lawn, IL 60453.Edward Hines Jr. VA Hospital 5000 South 5th Avenue, Hines, IL 60141.