Medical Support Assistant (Advanced)

Medical Support Assistant

Major Duties:

• Works collaboratively with staff members in the CRH to manage and plan patient care, prioritize deadlines, and adjust workflow to meet patient needs
• Supports patient safety standards through the correct identification of all patients
• Front-line contact with patients and staff
• Uses CPRS and VistA to access patient-specific information to answer patient inquiries about patient location, appointments, and/or connect veterans to appropriate medical personnel, while following all HIPAA requirements.
• Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.
• Performs administrative duties required in the day-to-day operations of the CRH as necessary
• Monitor pre-appointment requirements to assure readiness for virtual (CVT/VVC/phone) visits.
• Use the appropriate scheduling platform for scheduling needs
• Participate and provide input in problem-solving on operational issues or procedures in team meetings, and perform administrative follow-up actions.
• Evaluate patient information and clinic schedule lists to determine whether the patient is vested.
• Educate and bring to the attention of providers about shared patients (dual care patients).
• Maintain competency and assist and coordinate in clinics and meetings requiring the use of CVT, VVC, and modalities for virtual CRH clinic care. Monitors incomplete encounters and/or telehealth orphans and communicates findings to providers to rectify and assist as needed.
• Receive and answer Veteran phone calls within 30 seconds and secure messages within 48hrs.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visits/procedures/appointments.
• Relay information to appropriate team members based upon triaging of Veteran concerns.
• Work with the interdisciplinary team to schedule follow-up visits for inpatients and outpatients in the CRH Clinics with various providers and in a variety of modalities (face-to-face, VVC, and phone if needed).
• Coordinate care of Veterans at other VA facilities within the VISN.
• Ability to coordinate video or phone visits based on CRH clinic and Veteran availability.
• Obtain appropriate inpatient and outpatient records and ensure they are appropriately entered into the VA computerized system to ensure availability for patient care
• Ability to operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems, and/or reports.
• Knowledge of basic medical terminology and more specific terminology as needed for problem solving and communication with Specialty teams
• Ability to communicate effectively and professionally with Veterans and employees at varying grade levels.
• Ability to identify concerns, perform the tasks required to resolve the issue accurately and timely, and follow up as necessary to ensure a satisfactory resolution
• Ability to make appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work within a complex range of Primary Care, Mental Health, and/or Specialty CRH clinics.

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

Telework: Available-per agency policy.

Virtual: This is not a virtual position.

Functional Statement #: 25048F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

US Department of Veterans Affairs