Medical Support Assistant (Advanced)

Medical Support AssistantDuties include but are not limited to: The Medical Support Assistant utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position. Assignments at this level include but are not limited to:Receives and relays incoming and outgoing telephone messages.Checks patients in and out from appointments.Schedules return to clinic ordersSet up clinic paperworkProcess faxes, scanning, and printing of documentsDirects patients to other areas of the hospitalChanges and reschedules clinicsGreets patients when presentingCancels and reschedules appointmentsMSA contacts patients, VA Medical Center staff, and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA. A high degree of tact and diplomacy is required when dealing with Veterans who may 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 family members, both in person and on the phone. For consults in an "Active" status, MSAs will:Utilize consult toolbox as directedObtain provider and scheduling preferencesCoordinate care with network providersEmploy the use of several databases/systems (including but not limited to those listed below)HSRMCPRSVSECTMREFDOCSTP A PortalPPMSDevelop and maintain a rapport with both internal and stakeholders involved in the coordination process.For consults in a "Scheduled" status, MSAs will:Review Vista Image Display to determine if records have previously been receivedConfirm care has been receivedRequest corresponding documentation for scheduled careComplete outstanding consultsVariations in work result from changing priorities which frequently depend upon the urgency of the situation. MSA must use a high degree of tact, poise, empathy, diplomacy and compassion dealing with Veterans, families, caregivers, fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly, VACC MSAs will remain flexible through any future iterations or changes in process. Performing other duties as assigned.Work Schedule: 8:00 AM - 4:30 PM.Telework: Not available.Functional Statement #: 21N19-A