Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant

Duties include but are not limited to:

• Greet and check-in patients
• Assist patients with mobile check-in
• Gather medical information
• Refer patients to appropriate member of health care team
• Report backlogs, difficulty meeting deadlines and uncooperative physicians
• Document complaints and identify customer concerns
• Perform tasks required to resolve issues accurately and timely and following up to ensure satisfactory resolution
• Diffuse potential dissatisfaction with VA services
• Monitor copying and faxing
• Route incoming phone calls
• Generate patient workload reports and monitor activity
• Respond to secure messages
• Respond to appointment requests
• Ensure scheduling related documentation is completed accurately and timely
• Monitor and maintain scheduling grids with supervision
• Process transfers to other facilities
• Perform basic eligibility requirements
• Maintain warehouse supplies and clinic forms
• Assist with clinic access contingency plans by adjusting appointment times, locations or dates
• Provide training and knowledge of data programs
• Request medical records from Community Care providers and non-VA healthcare institutions
• Conduct special audits
• Conduct studies or surveys as needed/requested
• Ensure collection complete and appropriate date for reporting purposes
• Mentor GS3-5 MSAs
• Learn new processes to oversee training and implementation among other MSAs
• Provide training during orientation and or remedial for existing staff
• Work to resolve daily workplace issues
• Provide guidance to staff members including changes to policies and procedures
• Process incoming patient secure messaging through and coordinate with care team as appropriate
• Participate in team huddles and team meetings to manage, plan, problem solve and follow up with patient care by sharing information and collaborating with the interdisciplinary team
• Setting priorities and deadline
• Adjusting flow and sequencing of work to meet team and patient needs
• Identify incomplete encounters and communicate findings to providers
• Assist the team to reinforce the plan of care and self-help solutions
• Enter appropriate information into the electronic record
• Monitor pre-appointment information and or requirements to assure readiness for patient visit/procedure
• Manage patient systems to verify and validate accuracy and resolve issues
• Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
• Inform team members about shared patients (those receiving care at other VA facilities or care in the community)

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

Telework: Not Eligible

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives: Not Authorized