Advanced Medical Support Assistant

Job Title

This position is assigned to the Dayton VA Medical Center, Primary Care Service, and is responsible for administrative/clerical duties in support of patient care including the implementation and sustainment of the VHA Primary Care Patient Aligned Care Team (PACT) initiative. Principle duties and responsibilities include but are not limited to the following: Incumbent provides outstanding customer service on a routine basis by actively listening to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner. The incumbent responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care. Utilizes his/her knowledge of Primary Care clinic procedures and processes in order to accurately schedule appointments in GUI and/or VISTA in the appropriate physician/specialty clinics in accordance with existing procedures and guidelines. Uses knowledge of Primary Care services and procedure guidelines to clearly inform our customers (orally or in writing) or be able to direct inquiries regarding services to the appropriate personnel for resolution. Incumbent promptly answers, screens, and prioritizes telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies and answers telephone calls to their assigned PACT. Demonstrates proper telephone etiquette: answers phones with name, and provides location where call is answered; determines priority of inquiries and either responds to and/or routes calls to appropriate individual(s) for resolution. Effectively communicates both orally and in writing with people of various backgrounds and is responsible for accurate appointment management and the coordination of all administrative information between the professional staff, using Skype instant message system and Outlook. MSA will also communicate with patients using secure message, mail and telephone; MSA demonstrates ability to provide clear, understandable and correct information to internal and external customers. Provides and accepts written and/or oral communication to and from professional staff regarding patient concerns so that the proper resolution may be rendered for the benefit of the patient and the organization. Completes written, fax, mail and phone requests to non-VA medical offices/facilities to secure patient treatment documents supporting expeditious patient continuity of care. Handles all Release of Information (ROI) requests in ROI plus system by ensuring that all records request are faxed and received back in a timely manner.