Advanced Medical Support Assistant

Job Title

Advanced Medical Support Assistant

Job Description

The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings. Primary responsibilities include the coordination and scheduling of Veteran medical appointments, greeting patients, and managing phone and mail communications. The incumbent collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services. The Advanced Medical Support Assistant 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. The incumbent's duties entail active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran. 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 procedures. 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. Exceptional customer service and de-escalation skills are essential for effectively serving Veterans and coordinating their healthcare. A high degree of care and compassion is vital to maintaining a high-quality service experience for the Veterans while adhering to the VA's ICARE values: Integrity, Commitment, Advocacy, Respect, Excellence. The incumbent must have 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 to effectively interact with Veterans and coordinate with other medical services throughout the health care system. They must screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and clinic for processes. The incumbent is expected to de-escalate situations involving upset, confused, or angry veterans or caregivers using appropriate communication techniques while remaining professional and courteous. The incumbent will communicate with non-VA medical facilities to ensure effective coordination of care, including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers. The incumbent must be proficient in pulling reports from electronic health records and scheduling software systems to manage encounters, return to clinic orders, recall reminders, open slot management tools, and consults requiring initial or follow up scheduling actions. These systems include, but are not limited to: Vista Scheduling GUI (VSE), Consult Toolbox (CTB), Veterans Health Information Systems and Technology Architecture (VISTA), Computerized Patient Record System (CPRS), Consult Tracking Manager (CTM), Integrated Scheduling Solutions (ISS), Decision Support Tool (DST), My HealtheVet secure messaging platform, and numerous Microsoft Office applications (outlook, teams, etc.), and data dashboard tools in Pyramid Analytics and Power BI. The incumbent is expected to support 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. They will also assist in emergency management contingency plans for potential scheduling system outages. To uphold patient safety standards, the incumbent must use proper identification methods, verifying two forms of identification (name and full social security number and/or Veterans Health ID Card) during every interaction, whether in person or over the phone. They must also validate and update the Veterans' demographic information accordingly. This role involves preparing various written correspondences for Veterans, including appointments, notifications, normal lab result notices, and pre-appointment instructions. Ensuring such correspondence is error-free and accurate is essential. Other duties are authorized to be assigned.