Medical Support Assistant

Medical Support AssistantThe incumbent serves as a Medical Support Assistant (MSA) in a clinical team based model in the Veterans Health Administration (VHA). The work includes functions such as serving as an initial point of contact for the outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care. Major duties include, but are not limited to:Coordinate information and actions related to patient care and servicesScheduling patient appointments for treatment in accordance with VHA national directives and local standard operating proceduresAnswering multiline phone systems and retrieving voicemails to determine appropriate actionsInterviewing patients for appointmentsReferring patients to other medical specialty clinics as requiredProviding information to patients necessary to resolve complaintsInteracting with customers, in-person, over the phone and through correspondence both written and electronically through various systemsReviewing and documenting medical electronic health records and administrative recordsVerifying and updating demographics and third party insurance informationProviding excellent customer serviceParticipate in team huddles and meetingsAssist with coverage for other respective clinicsAdvise clinical staff on current administrative processesAssist with training to clinic specific requirements when neededRun administrative reports for the clinical team and take appropriate action (consults, no shows)Coordinates emergency transfers to other VA hospitals or private hospitals and determine eligibility statusWork independently with minimal supervisionCoordinates the release of information to various organizations in support of direct patient care needsWork rotated weekends and holidays throughout the year as needed