Medical Support Assistant-Community Care

Medical Support Assistant

The Medical Support Assistant (MSA) is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with Community Care Process Guides. Independently recognizes the urgency of the consults and schedules care accordingly. Assignments include scheduling, rescheduling patient consults, and monitoring processes related to scheduling. Accurately schedules the full spectrum of medical care including outpatient appointments, outpatient procedures, inpatient surgery, lab tests, and imaging throughout all specialties. Communicates to the patient and pre-appointment requirements or instructions. Clearly communicates appointment care details to the patient or family. Communicates to the ordering provider or nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient. Identifies and communicates patient concerns or needs recognized during communications regarding upcoming appointments. The MSA ensures the integrity of various databases and data used in the management of administrative and customer service within the department. The MSA understands and utilizes current Community Care software. The MSA participates in team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs. The MSA utilizes the consult status to support accurate record of the consult as it moves through the process from approval to the point that results are attached to the consult. Independently collaborates, communicates, sets priorities, and organizes the work to meet deadlines ensuring compliance with established processes, policies, and regulations. The MSA collaborates with their nursing team, as well as PACT or ordering providers when a consult requires clinical guidance during the scheduling process. Communicates information between community providers, VA interdisciplinary team clearly and timely to facilitate access to care. Informs VA Provider of care that cannot be scheduled within his/her recommended time frame and assists provider as needed in identifying alternate location or option to access care timely for the patient. Provides follow-up calls to patients when it is identified that an appointment was not attended. Incumbent assists patients in rescheduling appointments in cases of missed or no-show appointments. The MSA recognizes the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved. The MSA interprets VA guidelines and assists with communicating these to patients, families, agencies, employees, and Veterans' organizations. The MSA provides information and guidance to agency employees regarding scheduling processes as requested.