Medical Support Assistant (Advanced)

The Medical Support Assistant (MSA) is organizationally aligned within the Care in the Community (CITC) Section of the Health Care and Business Operations (HCBO) at the VA Maryland Health Care System (VAMHCS).The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents.DUITES:The Advanced MSA (AMSA) is able to independently manage position responsibilities with minimal supervision, as well as set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.The AMSA functions as an expert authority for all tasks associated with Community Care. As an expert, the MSA provides technical support to professional staff and other medical center employees, advising staff on appropriate administrative procedures to follow.The AMSA works collaboratively with staff at the Medical Center, contract Vendors, Medical Center affiliates and community health care providers to coordinate veteran Non VA Care activities. Incumbent must assist with coordination of records between medical center and NVCC providers, and return of outside records to the CPRS/VISTA imaging system to process results to VA provider. Incumbent maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, contract providers and community providers.The AMSA supports patient safety standards using the correct Veteran Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number.The AMSA explains the VA's mandate to collect insurance information to veterans, their families and other eligible patients. He/she collects, scans and updates health insurance information serving a major role in the revenue process.The AMSA contributes to the revenue collection process by identifying patients with third party insurance.As front-line contact with patients and staff, the AMSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.The AMSA must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows:A. Schedule appointments with Non-VA Care providers and monitor the Electronic Waiting List accurately in a timely manner as well as the Veteran's Choice List. All appointments will be made with the patients' input, either in person or by phone. This may require a high level of coordination.B. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.C. Daily review of active/pending consults, Electronic Wait List (EWL), Veteran Choice List (VCL) and previous appointments for disposition. The Advanced MSA for the Care in the Community (CITC) team fully participates in team meetings where patient care planning and management occur in addition to VANTS and Live meetings with contract vendors for coordination of Contracted Non-VA Care.The Care In The Community (CITC) Team also manages the flow of information between VA, Contract vendor and Non-VA providers under the Veteran Access Choice and Accountability Act of 2014 (VACAA) in addition to the following:Retrieves the Veteran Choice Program list and scrubs for eligibility requirements.Uploads identified clinical documentation to the Third Party Administrator (TPA) communication portal to initiate outside care.Mails out the Veterans Choice Program qualification letters and appointment reminder notifications to Veterans.Communicates daily with the Third Party Administrator in regards to the Veteran's scheduling, eligibility and follow-up.Retrieves clinical documentation in regard to the Veteran's episode of care form and scans it as a part of the Veterans permanent record in CPRS.Works in a collaborated effort with the RN's and administrators to facilitate a seamless process. Incumbent will utilize an extremely complex blend of proprietary software, medical information, communication skills and problem solving in a rapidly changing environment.Position requires assisting with access contingency plans by adjusting appointment times, location or dates as wells as shift patients to other healthcare facilities. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.The AMSA will also perform the scanning duties and may be asked to train other MSA levels on the process.The AMSA must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.Work Schedule: Monday - Friday, 8:00am - 4:30pmTelework: ADHOC ONLYVirtual: This is not a virtual position.Functional Statement #: 25580-F