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The Medical Support Assistant (MSA) provides clerical and administrative support for San Francisco VA Health Care System (SFVAHCS) Ambulatory Surgery Unit and the Anesthesia Pre-op (ASU / APO) Department and is an integral member of the nursing and medical team. They are responsible for coordinating and maintaining the clinic appointment schedule for all providers and effectively carry out day-to-day administrative operations for the ASU / APO team.

This job is open to

• Internal to an agency

Current federal employees of the hiring agency that posted the job announcement.

Clarification from the agency

This vacancy is open to current, permanent employees of the San Francisco VA ONLY. This includes the San Francisco VA Community Based Outpatient Clinics.

Duties

DUTIES INCLUDE BUT ARE NOT LIMITED TO :

• Receives patients and visitors in person or telephonically.
• Verifies benefit eligibility determinations. outlines the medical care benefits to which the patient has entitlement.
• Obtains all key information needed and initiates administrative processing of basic requests and forms.
• Checks patients in for appointments in the ASU / APO Department.
• Maintains and monitors patient appointment schedules for the unit / clinic and communicates delays in scheduled appointments to the appropriate staff and patients.
• Coordinates and / or schedules patient appointments with other clinics or specialties.
• Responds to questions from patients concerning services.
• Receives and handles concerns ensuring that quality service is rendered in a timely competent and caring manner.
• Performs clerical work in support of the care and treatment given to patients such as receiving patients and maintaining patient files.
• Assumes responsibility for all phone calls to the ASU / APO Department, including both patient and staff inquiries and complaints. Triages phone calls to the appropriate provider as warranted by the situation.
• Resolves all clinical and administrative issues by working with various members of the ASU / APO team in the time frame dictated by the situation (emergent or non-emergent) and communicates resolution to the relevant party.
• Contacts patients scheduled for clinic appointments and procedures and if appointment / procedure will be canceled or rescheduled. Reschedules appointments appropriately and informs the ASU / APO clinic providers of the patient's condition and request to cancel.
• Coordinates Hoptel arrangements for appropriate ASU / APO clinic patients as necessary per clinical evaluation or providers.
• Manages clinic profile changes, or cancellations, and is responsible for new clinic set up.
• Sets up and monitors electronic wait list (EWL) as necessary.
• Sets up and manages clinic recall list for established patients.
• Performs other duties as assigned.

Work Schedule : Full-time, Monday-Friday variable hours between 6 : 00am-6 : 00pm

Telework : Not Available

Virtual : This is not a virtual position.

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.
• You may be required to serve a probationary period.
• Subject to background / security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP).

Qualifications

Applicants pending the completion of educational or certification / licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• English Language Proficiency : Advanced Medical Support Assistants must be proficient in spoken and written English 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.

Physical Requirements :

Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, MSA must be able to travel to other areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). The MSA is expected to use proper preventive ergonomic techniques to perform duties.