Advanced Medical Support Assistant

1 month ago

Memphis, United States Department Of Veterans Affairs Full time
Summary

The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains schedules for one or more units or outpatient clinics. The outpatient clinic is located at the Nonconnah Boulevard VA Clinic in Memphis, TN and the Jackson VA Clinic in Jackson, TN.



Duties

The Advanced MSA 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. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability and utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.

The Advanced MSA works collaboratively with a Specialty Care Team and performs admin duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates ns well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent 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. 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 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 needs. The AMSA participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.

Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers {patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Duties include, but not limited to:

  • Works collaboratively in an interdisciplinary coordinated care delivery environment (i.e., patient aligned care team, or other specialty care.
  • Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary).
  • Ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
  • Develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies.
  • Collect, scans, and updates health insurance information, promote Veteran registration and utilization of My HealthyVet (MHV).
  • Train other MSAs on correct clinic operations and serve as a preceptor to developmental level MSAs.
  • Schedule appointments; notifies his/her supervisor when clinic area access is less than desirable or if an individual patient cannot be scheduled within mandated timeframes.
  • Daily review of active/pending Consults, Encounters, Electronic Wait List, Recall list and MHV secure messaging communications for accuracy and disposition.
  • Report backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or Employee plans
  • Organizes work independently and handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.
Work Schedule: Monday-Friday (Shifts available: 7:00 am-3:30 pm, 7:30 am-4:00 pm, 8:00 am-4:30 pm, or 8:30 am-5:00 pm)
Telework: Not Available
Virtual: This is not a virtual position
Functional Statement #: PD000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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