Medical Support Assistant (Advanced)

Job Title

Medical Support Assistant (Advanced)

Duties

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Some of the major duties of this position include, and are not limited to:

• Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit.
• Schedule patient appointments by interpreting and verifying provider orders such as Return to Clinic (RTC) orders, Patient Centered Scheduling "recall" requests, consults, New Enrollee Appointment Requests (NEAR) and other order sources.
• Schedules future appointments in accordance with provider clinic profiles, Advanced Clinic Access principles, and input from the patient.
• Generate and provide After Visit Summary for patient following appropriate actions by provider.
• Canceling and rescheduling appointment request.
• Completing no-show process including documenting, marking the appointment as a no-show and rescheduling.
• Monitoring appointment requests from multiple electronic sources.
• Verifying and updating demographics including temporary addresses, insurance information, and sharing caregiver information.
• Works closely with involved providers to expedite emergency request to assure timely patientcare.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.
• 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. Determines the nature of the inquiry and independently responds or routes to appropriate clinical staff in a timely manner appropriate to the urgency of the correspondence.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers; as needed.
• Performing clerical duties related to patient care and treatments such as admitting and discharging, travel arrangements, forwarding medication orders, work orders, and maintaining electronic medical charts.
• Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients.
• Performs other duties as assigned.

Work Schedule: 8:30am to 5:00pm, Monday to Friday

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 503-03194-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized