Medical Support Assistant (Advanced - Business Office)

Medical Support Assistant

Major duties include but are not limited to:

• Front-line contact will affect the perception of the quality of healthcare services provided by the VA.
• 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.
• Caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and family members, both in person and on the phone.
• Receive and relay incoming and outgoing telephone messages.
• Check patients in and out from appointments.
• Schedule return to clinic orders
• Set up clinic paperwork
• Process faxes, scanning, and printing of documents
• Direct patients to other areas of the hospital
• Change and reschedule clinics
• Greet patients when presenting
• Cancel and reschedules appointments
• Utilize consult toolbox as directed
• Obtain provider and scheduling preferences
• Coordinate care with network providers
• Employ the use of several databases/systems (including but not limited to those listed below)
  • HSRM
  • CPRS
  • VSE
  • CTM
  • REFDOCS
  • TP A Portal
  • PPMS
• Develop and maintain a rapport with both internal and stakeholders involved in the coordination process.
• Review Vista Image Display to determine if records have previously been received
• Confirm care has been received
• Request corresponding documentation for scheduled care
• Complete outstanding consults
• 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.
• 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

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

Functional Statement #: 21 N19-A

Permanent Change of Station (PCS): Not Authorized.

PCS Appraised Value Offer (AVO): Not Authorized.