Medical Support Assistant (Advanced)

SummaryThe incumbent serves as an Advanced Medical Support Assistant in the Ambulatory and Emergency Care Clinical Center (AECCC) at the VA Maryland Healthcare Systems. The 2-page Resume requirement does not apply to this occupational series. For more information - refer to Required Documents below.DutiesDUTIES: aScheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2)including canceling - re-scheduling - and no showing patient appointments and/or consultsbEnsuring appropriate patient actions are taken within Integrated Scheduling Solution (ISS) (scheduling - check-in - check-out - and no- shows)cDaily review of active/pending consults - Recall List (Delinquent) - Return to Clinic Orders (Query from ISS) and View Alerts - Secure Messager - online appointments (VAOS) - other communications mediums for accuracy and dispositiondVerifies and updates patient demographics to include capturing insurance dataEnsures that all patients are identified by photo identificationeEnsure patient encounters are given to the Provider or clinical staff by the end of business each day and that patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations)fIncumbent processes Veteran Identification cards (VIC) - as needed - must use all photograph equipment - hardware and software to complete the process of producing a VICgThe incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans I Entitlements and VA HealthCare Benefits - priorities for care - access to care and advanced clinical accesshThe MSA may also be asked to assist Veterans with completing travel vouchers for the benefits of Beneficiary TraveliExtracting medical information from electronic records when requested by Providers - Social Workers - Nurses - and Supervisors while maintaining HIPPA standardsjReceiving and directing patients and visitors - in person and by telephone - answering routine inquiries - and making appropriate referral of questions concerning patients' carekThe MSA is able to 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 needslThe MSA participates in the daily team let huddles and weekly team meetings where patient care planning and management occur - except during staff shortages for coveragemNotifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframesnCoordinates administrative services for veterans - family members - caregivers - and general public - administrative and clinical staff to ensure continuity of inpatient and outpatient careoWhen records are received - the incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to be scannedpIncumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient careqRequires frequent changes to VHA directives - regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principlesrGenerates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reportingsAssist in organization and implementation for quality assurance projects or surveysprepares a wide variety of administrative reports and documents for supervisor and Site ManagertConducts PACT Team patient/employee surveys - interviews - observes workflowguides patients through hospital system - inputs referrals - documents complaints - and provides follow-up and suggests resolutions to supervisoruAll appointments will be made with the patient's input - either in person or by phoneThis may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possiblevIncumbent interviews to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicityServes as technical advisor and liaison with contacts at all levelswThe work requires the ability to work in a busy environment - multi-task - lead - and organize a large group of staff in various work areas to produce results - ensure compliance - as well as process and follow-up on a very high volume of phone calls or written requests from patientsxThe work requires a high degree of judgment - fact-finding - and coordination with people at various levels (patients - management - VISN)yAdditional duties or tasks may be assigned by the supervisor to ensure efficient daily operationsWork Schedule: Monday - Friday - 8:00am - 4:30pm Telework: Adhoc Only Virtual: This is not a virtual positionFunctional Statement #: 25597-F VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional