Medical Support Assistant (Advanced)

Job Title

Major duties include, but are not limited to the following:

• Works collaboratively in an interdisciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients.
• Demonstrates substantial skills in planning, organizing, problem solving, and decision-making. They maintain appointment schedules for one or more outpatient clinics, while demonstrating a high level of oral and written communication skills.
• Provides administrative support to our clinical colleagues in the care of our Nation's Veterans.
• Utilizes a variety of patient data systems and is responsible for performing scheduling functions including appointment scheduling/rescheduling, and cancellations, providing reception to incoming and outgoing customers and communication, appointment check in/out, verification and disposition of provider orders, manual and electronic data entry, and reviewing and updating patient demographics, insurance verification and reviewing and disposition of Message Manager and Secure Messages.
• 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.
• 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 adjust as necessary.
• 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, independently generates reports, and communicates findings to team members.
• Receives 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.
• Schedules patient's future appointments with appropriate clinical team members. Organizes paperwork required for the examination. Request medical records from community healthcare facilities, schedules consultation appointments, special procedures, and/or testing labs, radiology, CPAP, PFT's, pulmonary, and other clinics to coordinate care.
• Able to interpret and communicate requirements of VHA Scheduling Directives and policies.
• Appointments will be made with the patient's input, either in person, over the phone, or through written communication. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic.
• Daily review of return to clinic orders, queries, and referrals.

Work Schedule: Monday - Friday; 8am-4:30pm

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

US Department of Veterans Affairs