Medical Support Assistant (Advanced)

Medical Support AssistantDUTIES: a. Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. b. Ensuring appropriate patient actions are taken within Integrated Scheduling Solution (ISS) (scheduling, check-in, check-out, and no-shows). c. Daily review of active/pending consults, Recall List (Delinquent), Return to Clinic Orders (Query from ISS) and View Alerts, Secure Messager, online appointments (VAOS), other communications mediums for accuracy and disposition. d. Verifies and updates patient demographics to include capturing insurance data. Ensures that all patients are identified by photo identification. e. Ensure patient encounters are given to the Provider or clinical staff by the end of business each day and that patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations). f. Incumbent processes Veteran Identification cards (VIC), as needed, must use all photograph equipment, hardware and software to complete the process of producing a VIC. g. The incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans I Entitlements and VA HealthCare Benefits, priorities for care, access to care and advanced clinical access. h. The MSA may also be asked to assist Veterans with completing travel vouchers for the benefits of Beneficiary Travel. i. Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. j. Receiving and directing patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. k. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. l. The MSA participates in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. m. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. n. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. o. When records are received, the incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to be scanned. p. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. q. Requires frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. r. Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. s. Assist in organization and implementation for quality assurance projects or surveys; prepares a wide variety of administrative reports and documents for supervisor and Site Manager. t. Conducts PACT Team patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. u. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. v. Incumbent interviews to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels. w. The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients. x. The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). y. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.Work Schedule: Monday - Friday, 7:30am - 4:00pmTelework: Adhoc OnlyVirtual: This is not a virtual position.Functional Statement #: 25597-F