Medical Support Assistant (Advanced)

Medical Support AssistantMajor Duties:Works collaboratively with staff members in the CRH to manage and plan patient care, prioritize deadlines, and adjust workflow to meet patient needsSupports patient safety standards through the correct identification of all patientsFront-line contact with patients and staffUses CPRS and VistA to access patient-specific information to answer patient inquiries about patient location, appointments, and/or connect veterans to appropriate medical personnel, while following all HIPAA requirements.Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.Performs administrative duties required in the day-to-day operations of the CRH as necessaryMonitor pre-appointment requirements to assure readiness for virtual (CVT/VVC/phone) visits.Use the appropriate scheduling platform for scheduling needsParticipate and provide input in problem-solving on operational issues or procedures in team meetings, and perform administrative follow-up actions.Evaluate patient information and clinic schedule lists to determine whether the patient is vested.Educate and bring to the attention of providers about shared patients (dual care patients).Maintain competency and assist and coordinate in clinics and meetings requiring the use of CVT, VVC, and modalities for virtual CRH clinic care. Monitors incomplete encounters and/or telehealth orphans and communicates findings to providers to rectify and assist as needed.Receive and answer Veteran phone calls within 30 seconds and secure messages within 48hrs.Monitors pre-appointment information and/or requirements to assure readiness for patient visits/procedures/appointments.Relay information to appropriate team members based upon triaging of Veteran concerns.Work with the interdisciplinary team to schedule follow-up visits for inpatients and outpatients in the CRH Clinics with various providers and in a variety of modalities (face-to-face, VVC, and phone if needed).Coordinate care of Veterans at other VA facilities within the VISN.Ability to coordinate video or phone visits based on CRH clinic and Veteran availability.Obtain appropriate inpatient and outpatient records and ensure they are appropriately entered into the VA computerized system to ensure availability for patient careAbility to operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems, and/or reports.Knowledge of basic medical terminology and more specific terminology as needed for problem solving and communication with Specialty teamsAbility to communicate effectively and professionally with Veterans and employees at varying grade levels.Ability to identify concerns, perform the tasks required to resolve the issue accurately and timely, and follow up as necessary to ensure a satisfactory resolutionAbility to make appointments in a clinical setting.Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work within a complex range of Primary Care, Mental Health, and/or Specialty CRH clinics.Work Schedule: Monday to Friday - 8:00am - 4:30pmTelework: Available-per agency policyVirtual: This is not a virtual position.Functional Statement #: 25048FRelocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized