Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant

Duties include but are not limited to: Customer service is essential in this role. Performs all administrative duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic 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. Supports patient safety standards using the correct Veterans Affairs identification of all patients using the approved protocols of patient identifiers. The patient may also present the Veterans Identification Card (VIC) for identification. The employee must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who 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 their family members both in person and on the phone. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. The employee must screen/receive 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. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Employee must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Evaluate patient information and clinic schedule lists to determine whether patient is vested. b. Is astute to co-managed patients and brings attention to the provider of these shared patients. c. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. d. Daily review of active/pending consults, recall list and audiocare communications for accuracy and disposition. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Provide input for problem solving in team meetings. Between visits tasks may include telephone or secure messaging follow-up to see how the patient is doing, reinforcing the plan of care and encouraging self-help solutions. The position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic 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. The incumbent utilizes various reports from the MSA Supervisor, i.e. Clinic Utilization Statistical Summary, to ensure clinic setup is closely monitored to effectively support the needs of the clinic. The MSA Supervisor accepts recommendations for clinic adjustments by the Advanced MSA.

Work Schedule: 7:30am-4:00pm

Telework: Not Available

Functional Statement #: 666-52850A

Relocation/Recruitment Incentives: Not Authorized. Financial Disclosure: Not required.