Medical Support Assistant (Advanced)

Job Title

The coordination and scheduling of Veteran medical appointments, greeting patients, and managing phone and mail communications.

Primary responsibilities include the coordination and scheduling of Veteran medical appointments, greeting patients, and managing phone and mail communications. Scheduling activities must comply with established national, VISN, and local guidance, particularly VHA Directive 1230 (Outpatient Scheduling Management), and VHA Directive 1232 (Consult Management), and must stay current with any updates or changes to VHA scheduling policies and procures.

Collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services.

May be required to serve on more than one Primary Care PACT team or in more than one specialty service line, or rotate into any scheduling area as needed.

Active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran.

As the initial point-of-contact within clinics and on the phones, the incumbent sets the tone regarding the quality of healthcare services provided at the VA.

Possesses a thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services.

Screens and receives phone calls in a courteous and timely manner, determines the nature of requests and provides the information desired using privacy rules and clinic for processes.

De-escalates situations involving upset, confused, or angry Veterans or caregivers utilizing appropriate communication techniques while remaining professional and courteous.

Supports clinic access contingency plans by adjusting appointment times, locations, or dates as needed as well as shift appointments to other providers during staffing or coverage needs.

Prepares various written correspondences for Veterans, including appointment notifications, normal lab result notices, and pre-appointment instructions.

Responsible for reviewing Veterans' eligibility for health services and updating third-party insurance information within the Insurance Capture Benefit (ICB) system.

Performs other duties as assigned.

Work Schedule: Varies, based on the needs of the service.

Telework: Not Authorized Financial Disclosure Report: Not required.