Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant

Duties include:

• This position is above the full performance level
• Work collaboratively in an interdisciplinary coordinated care delivery model.
• Perform receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients.
• Maintain appointment schedules for outpatient clinics.
• Assist with clinical access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and or coverage occurs.
• Screen/receive phone calls and determine nature of requests.
• Independently manage position responsibilities with minimal supervision.
• Participate in routine team huddles and meetings.
• Notify supervisor when clinic access is less than desirable or if patient cannot be scheduled within mandated clinical timeframes.
• Coordinate administrative services for veterans, family members, caregivers and general public.
• Ensure all necessary health/administrative information is integrated into patient record system.
• Direct daily work of Clinical Support Section employees in the absence of a supervisor.
• Assist with Program Support Assistant (Care Facilitator) duties as needed.
• Generate patient workload reports for validation and monitor activity to assure consistent and accurate reporting.
• Conduct patient/employee surveys and interviews, observe workflow, guide patients through hospital system, input referrals, document complaints and provide follow-up and suggest resolutions.
• Intervene to resolve difficult problems and diffuse potential dissatisfaction with VA services in order to prevent congressional and adverse publicity.
• Work in a busy environment requiring routine multi-tasking.
• Lead and organize staff in various work areas to produce results and ensure compliance.

Work Schedule: Mon-Fri 8:30am to 5:00pm

Telework: Not Eligible

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized