Medical Support Assistant (Advanced)

Medical Support Assistant

The Advanced Medical Support Assistant provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary 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 the Community Care interdisciplinary team model. Some of the major duties of this position include, and are not limited to:

• Answering phones, communicating and relaying messages and information to Veterans, to appropriate staff inside or outside of the VA.
• Ensuring accurate and timely scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to include changes in policies and procedures.
• Processes patient and vendor issues through Customer Relationship Manager (CRM) and coordinates with appropriate entities.
• Monitoring appointment requests from multiple electronic sources; tracking patients' appointment status in the community and maintaining spreadsheets to validate data tracking, making follow-up (post-care) calls on a daily basis, completing electronic forms for authorization of community medical care by the VA.
• Researching and maintaining an updated data base of community medical services to assist Veterans with locating medical care in the community.
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
• Recommends process improvements to existing Care in the Community procedures based on current administrative guidelines.
• Coordinates with the patient care team schedule and closely monitors to effectively support the needs of Veterans, and makes adjustments as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.
• Processes incoming patient secure messaging through MyHealthyVet, and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team;
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Enters appropriate information into the electronic record; monitors consults, pre-appointment information and/or requirements to assure appointment readiness for patient visit/procedure; ensuring transfer of medical records from and to the VAMC and other facilities, ensuring health care delivery.
• Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and determines whether the patient requires an immediate appointment; informs team members about shared patients.

Work Schedule: Monday through Friday 8am-4:30pm

Telework: Not Available.

Virtual: This is not a virtual position.

Permanent Change of Station (PCS): Not Authorized.

PCS Appraised Value Offer (AVO): Not Authorized.