Advanced Medical Support Assistant

Medical Support Assistant

The Medical Support Assistant utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position.

Assignments at this level include but are not limited to:

1. Receives and relays incoming and outgoing telephone messages.
2. Checks patients in and out from appointments.
3. Schedules return to clinic orders
4. Set up clinic paperwork
5. Process faxes, scanning, and printing of documents
6. Directs patients to other areas of the hospital
7. Changes and reschedules clinics
8. Greets patients when presenting
9. Cancels and reschedules appointments

MSA contacts patients, VA Medical Center staff, and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA. A high degree of tact and diplomacy is required when dealing with Veterans who may 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 family members, both in person and on the phone.

For consults in an "Active" status, MSAs will:

1. Utilize consult toolbox as directed
2. Obtain provider and scheduling preferences
3. Coordinate care with network providers
4. Employ the use of several databases/systems (including but not limited to those listed below)

• HSRM
• CPRS
• VSE
• CTM
• REFDOCS
• TP A Portal
• PPMS

• Develop and maintain a rapport with both internal and stakeholders involved in the coordination process.

For consults in a "Scheduled" status, MSAs will:

1. Review Vista Image Display to determine if records have previously been received
2. Confirm care has been received
3. Request corresponding documentation for scheduled care
4. Complete outstanding consults

Variations in work result from changing priorities which frequently depend upon the urgency of the situation. MSA must use a high degree of tact, poise, empathy, diplomacy and compassion dealing with Veterans, families, caregivers, fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly, VACC MSAs will remain flexible through any future iterations or changes in process.

Work Schedule: 8:00am - 4:30pm

Telework: Not available

Virtual: This is not a virtual position.

Functional Statement #: 21N19-A

Relocation/Recruitment Incentives: Not Authorized