Medical Support Assistant (Advanced)

Advanced Medical Support AssistantThe Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Works collaboratively with Dayton VA Medical Center programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.Major duties include:Answering and initiating telephone calls and secure messages to address the needs of Veterans.Greeting patients, performing check in and check out, capturing insurance and demographic information, as well as relaying messages to appropriate staff inside or outside of the Dayton VA Medical Center.Scheduling appointments, interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, re-scheduling patient appointments in line with patient requests, entering no-show and cancellation information.Monitoring appointment requests from multiple electronic sources.Managing software applications to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.Informing interprofessional team members about patient care needs (i.e., patients needing an appointment where there is no availability requiring an overbook).Developing and/or maintaining effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other non-VA agencies/medical facilities.Work Schedule: Monday-Friday; 7:30am-4pm.Telework: Not availableVirtual: This is not a virtual position.Functional Statement #: 91336-0Relocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized