Medical Support Assistant

Medical Support Assistant

Medical Support Assistants (MSA) are considered chief sources of patient care and patient flow information. The MSA is a key member of the patient care team providing crucial administrative advice and guidance. The MSA performs clerical work in support of the care and treatment given to patients. 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, cancelling-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAsand/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.). Additional duties may include, but are not limited to:

• Completes scheduler training as outlined in the Directive and maintain skills through completion of courses as assigned.
• Promotes Veteran satisfaction by resolving Veteran concerns, applying first call resolution practices.
• Generates and provide After Visit Summary for patients, following exit with provider.
• Manages provider scheduling grids by accurately blocking clinics for scheduled and unscheduled provider leave, training, and meetings.
• Prepares for clinic visits, by requesting and receiving records and lab results for provider review prior to appointment; monitoring both inpatient and outpatient appointments for team/teamlet/specialty providers.
• Develops and maintains rapport with patients and members of the interdisciplinary team by applying Own the Moment, ICARE, and a helpful and professional attitude.
• Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters.
• Receives treatment and/or test results from outside providers, assures appropriate routing to HBPC provider for review and then routes to the Scanning section of Health Information Management for inclusion in the medical record.
• Assists in the orientation of newly appointed clinical staff on matters related to the administrative role in patient care, such as Veterans Affairs (VA) regulations, policies, and procedures on medical administrative matters.

Work Schedule: Monday - Friday, 8:00 am - 4:30 am

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Telework: Not Available

Virtual: This is not a virtual position.

Permanent Change of Station (PCS): Not Authorized