Advanced Medical Support Assistant

Job TitleAdvanced Medical Support AssistantJob DescriptionThe Advanced MSA works collaboratively in interdisciplinary coordinated care delivery models and performs customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Incumbent performs higher level duties at least 25% of the time. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The Advanced MSA can 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. The Advanced MSA participates in the daily team huddles and weekly team meetings where patient care planning and management occur, as part of the interdisciplinary team delivering patient care. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Recall list, Return to Clinic Orders, Consults, VetLink/Kiosk, Vetext reports, VAOS, and Audio-care communications for accuracy and disposition. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to centralized scanning. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. The ability to distribute and balance the workload among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Work is performed under the general supervision of the Supervisory Medical Support Assistant; and is evaluated for appropriateness and conformance to policy. The supervisor will provide direction in terms of objectives, daily priorities, and deadlines. If the incumbent is assigned to Community Care, they are aligned to the Community Care Manager. Work is reviewed by the supervisor for the purpose of appropriateness and compliance with VHA, VBA, and HAS policies and procedures. Incumbent's supervisor sets priorities but allows the employee to organize recurring activities. Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements.Work Schedule: Full-time, M-F 8am to 4:30pmPay: Competitive salary and regular salary increasesPaid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VAInsurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Telework: Not availableVirtual: This is not a virtual position.Functional Statement #: 25365-F