Medical Support Assistant (Advanced)

Advanced Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant (MSA) in a clinical team based model in the Veterans Health Administration (VHA). The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care.

Major duties include, but are not limited to:

• Coordinate information and actions related to patient care and services
• Scheduling patient appointments for treatment in accordance with VHA national directives and local standard operating procedures
• Answering multiline phone systems and retrieving voicemails to determine appropriate actions
• Interviewing patients for appointments
• Referring patients to other medical specialty clinics as required
• Providing information to patients necessary to resolve complaints
• Interacting with customers, in-person, over the phone and through correspondence both written and electronically through various systems
• Reviewing and documenting medical electronic health records and administrative records
• Verifying and updating demographics and third party insurance information
• Providing excellent customer service
• Participate in team huddles and meetings
• Assist with coverage for other respective clinics
• Advise clinical staff on current administrative processes
• Assist with training to clinic specific requirements when needed
• Run administrative reports for the clinical team and take appropriate action (consults, no shows)
• Coordinates emergency transfers to other VA hospitals or private hospitals and determine eligibility status
• Work independently with minimal supervision
• Coordinates the release of information to various organizations in support of direct patient care needs
• Work rotated weekends and holidays throughout the year as needed

Supervisory controls this is the full performance level for AMSAs. At this level, the AMSA independently performs a full range of duties related to the delivery of healthcare services in an outpatient setting. The employee plans and carries out successive steps of work assignments and independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences. The incumbent must coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly. Incumbent plans and carries out the day to day operation of the office independently utilizing initiative to resolve problems. Incumbent's supervisor sets priorities but allows the employee to organize recurring activities. Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements. Supervision is generally limited to review of overall results on daily scheduling reports, insurance date capture, and standards of performance as well as feedback from the clinic team to ensure mission accomplished. Otherwise, works independently making decisions based on guidelines and regulations. Perform duties in such a manner that only minimal supervision is required.

Customer service must have at least six months of customer service experience in a position that required daily direct customer interactions. Meets the needs of the Veteran customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the Veteran with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work schedule: Monday-Friday 8am-4:30pm. Compressed/Flexible: Not Authorized. Telework: Not Authorized. Virtual: This is not a virtual position. Functional statement #: 000000. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.