Patient Services Assistant

Job Title

Patient Services Assistant

Duties

The PSA plays an essential role in shaping the patients' experience and is vital to providing timely access to health care.

Incumbents will 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.

Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics.

Ensuring encounter forms are completed to obtain appropriate workload credit; identifies incomplete encounters, process no-shows, and communicates findings to providers.

Utilizes the medical record to enter information and research the needs of the patient as appropriate.

Provides excellent customer service and assists in providing front line resolution when applicable.

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).

Evaluates program operations, anticipates potential problems, identifies existing problems, inefficiencies and develops recommended solutions.

Provides advice and guidance for improvements and anticipates areas of concerns or questions which must be addressed when making recommendations.

Coordinates with the Facility Telehealth Coordinator or designee to improve the uniformity and standardization of clinical workload, analyze and evaluate work measurement and operations, workforce estimates, procedures and resource estimates and utilization.

Assists with equipment issues with oversight from a Care Coordinator. Any subsequent troubleshooting of technology is documented using either the HT or Tech Education notes.

Assists Connected Care program to lead the facility's efforts to integrate Home Telehealth among healthcare providers and patients. Collaborates with the Veterans Resource Center, Patient Advocates, PACT, Social Work, and other service lines to ensure Phoenix VA staff are aware of Home Telehealth services available to Veterans.

Serves, in the absence of the Facility Telehealth Coordinator as liaison and administrator to VISN and National MHV teams.

Applies the training plans and design and perform needs assessments within the project relative to functional and training needs and project effectiveness.

Work Schedule

Monday - Friday 7:30am - 4:00pm

Virtual

This is not a virtual position.

Position Description/PD#:

Patient Services Assistant/ PD14959A

Relocation/Recruitment Incentives:

Not Authorized

Permanent Change of Station (PCS):

Not Authorized