Medical Support Assistant (Advanced)

Advanced Medical Support Assistant

The duties and responsibilities of the Advanced Medical Support Assistant include but are not limited to the following:

Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.

Advises clinical staff on current administrative processes. Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Utilizes specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guideline.

Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.

Monitors both inpatient and outpatient appointments in areas of responsibilities; verifying and updating demographics and insurance information when patients check-in for appointments.

Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status.

Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

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 and makes adjustments as necessary.

Develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with on-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.

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

Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 21K60-A

Permanent Change of Station (PCS): Not Authorized

US Department of Veterans Affairs