Advanced Medical Support Assistant

Advanced Medical Support Assistant

The Advanced MSA is responsible for coordinating health care for Veterans utilizing community providers. The incumbent receives, reviews and processes requests for non-VA care from healthcare providers, ensuring compliance with local purchased care policy, duplication, VHA national scheduling guidelines and other identified expectations. The employee uses judgment to interpret guidelines, adapt procedures, decide approaches and resolve specific problems. The work involves the execution of specific rules, regulations, or procedures and typically comprises a complete segment of an assignment or project of broader scope. The work product or service affects the accuracy, reliability, or acceptability of further processes or services. Duties will include but are not limited to:

• Communications (verbal and written) are presented in a friendly, considerate, prompt and helpful manner to promote a positive customer service. The information provided is positive in nature and seeks to present an accurate and constructive image of the unit, facility and the VA System.
• Provides each veteran patient with a package of written materials (when applicable) that detail the specific non-VA care authorized.
• Coordinates the interaction of the veteran patient with the non-VA vendor to ensure timely scheduling and delivery of care. Addresses perceived discrepancies regarding scope of authorization by either veteran or vendor, explaining benefits or other VA policies/regulations/procedures that are relevant to the situation.
• Demonstrates the VA ICARE Core Values: Integrity, Commitment, Advocacy, Respect and Excellence.
• Responds timely to Veteran secure messaging and department/service protocols and/or procedures.
• Ensures consistent evidence of a professional approach in communicating, listening, and performing procedures in interacting with Veterans, vendors, family, and/or staff. This includes introducing self, addressing Veterans appropriately, and explaining procedures using guidelines.
• Ensures documentation in the medical record is accurate and professional, including actions taken, communication that has occurred, and follow up as needed.

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

Telework: Not Available

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized