Medical Support Assistant (Advanced)

Advanced Medical Support Assistant

The incumbent works collaboratively with interdisciplinary team members such as pharmacists, social workers, providers, nurses, case managers, etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The AMSA duties include maintaining appointment schedules, scheduling special studies or labs and following up on administrative items from the Huddle and/or staffing meetings. The incumbent ensures demographics are updated. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. At this level, the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care. Other assignments at this level include but are not limited to:

• Prepares paperwork and manages ECFaxes and ensures timely return to HIMMS for scanning.
• Sends requests for records as needed by the PACT Team. Verifying and updating demographics and insurance information (ICB).
• Encourages the use of new processes.
• Processes incoming secured messaging through MyHealthyVet. Addresses those that are administrative (ie. schedule requested appointments). May reassign to the appropriate PACT Team member. Monitor for timely completion to avoid delinquencies/escalations.
• Utilizes the medical record to enter information and research the needs of the patient as appropriate.
• Manages patient systems to verify and validate accuracy and resolve concerns.
• Provides excellent customer service and assists in providing front line resolution when applicable.
• Manages PACT Team reports and provides them at huddles (i.e. PACT Huddle Report, Open Encounters) patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment.
• Completes scheduling in compliance with national, facility, and service directives, policies and procedures.
• Informs team members about shared patients (i.e, those who receive their care at multiple VA centers or those who receive care in the community)

Work Schedule: Full Time, Monday - Friday, 7:30am - 4:00pm

Virtual: This is not a virtual position.

Financial Disclosure Report: Not Required