Medical Support Assistant (Advanced)

Advanced Medical Support Assistant

The Advanced Medical Support Assistant (AMSA) is organizationally aligned within Community Care at the Washington DC VA Medical Center (DC VAMC) and Landover, MD office which is a highly complex multidivisional tertiary care, extended care, and teaching medical center system affiliated with several medical schools within Washington DC. The position is vital in providing internal and external customer service as the AMSA is the front line contact with patients and staff. The AMSA answers questions, schedules appointments, and facilitates care coordination to help improve delivery of Community care. The incumbent maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, Contract providers and community providers. Duties may include but are not limited to:

• Perform at a competent level and work collaboratively in the Non-VA Care Coordination coordinated care delivery model, specifically in support of the MISSION Act and Community Care Network programs.
• Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner.
• Perform scheduling, canceling, re-scheduling of patient appointments and or consults.
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.
• Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.
• Responsible for maintaining/scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, and transmittal of schedules 3rd Party
• Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.
• Updates and verifies demographic information.
• Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff.
• Maintains patient's confidential records, copies, and file documentation.
• Scans and enters information into VISTA, CPRS.
• Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA policy. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion.
• Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs.
• Analyzes situations to determine what decisions can be made or if advise of higher authority is needed.
• The primary age of Veterans receiving services is typically between 18 and 80 years of age. This position requires the incumbent to possess or develop an understanding of the particular needs of these types of patients. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved.

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

Telework: Not Authorized

Virtual: This is not a virtual position.

Functional Statement #: 25186-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized