Advanced Medical Support Assistant

VA Careers - Medical Support Assistant

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. BHIP) and performs receptionists' duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

Supports patient safety standards using the correct Veterans Affairs identification of all patients with two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of My HealtheVet (MHV).

Serves as front line contact for patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to scan.

Incumbents must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

The MSA fully participates in the daily BHIP huddles and weekly team meetings where patient care planning and management occur.

The MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities:

• Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
• Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Daily review of active/pending consults, Mental Health Databases and MHTC assignments.

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

Telework: This position may be authorized for Ad-hoc telework. Telework eligibility will be discussed during the interview process. This is an onsite position. Ad-hoc Telework may be offered when deemed necessary by the department. (Employees who telework on an occasional, episodic, or short-term basis, must complete required telework training and a telework agreement.)

Virtual: This is not a virtual position

Functional Statement #: 53742-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized