Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant

The Medical Support Assistant (Advanced) 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 multiple clinics, specialties, and/or care in the community resources. Some of the major duties of this position include, and are not limited to:

• Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit.
• Scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Entering no-show information.
• Monitoring appointment requests from multiple electronic sources.
• Verifying and updating demographics and insurance information when patient's check-in for appointments.
• 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.).
• Recommend changes to existing clinic procedures based on current administrative guidelines.
• Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and adjusts 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 coordinate with care team as appropriate.
• Participate 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.
• Identifies incomplete encounters and communicates findings to providers as needed.
• Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• Manage patient systems to verify and validate accuracy and resolve issues; evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients.

Work Schedule: Monday- Friday; 9:00 a.m. - 5:30 p.m.

Telework: Not Available.

Virtual: This is not a virtual position.

Functional Statement #: 595-04116-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized