Medical Support Assistant

4 weeks ago

Battle Creek, Michigan, United States Veterans Health Administration Full time

The Medical Support Assistant has advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

At this level the MSA is responsible for a broad range of administrative, clerical, and scheduling duties associated with the Rehabilitation Clinics.

The incumbent serves as the scheduler for the clinic and is responsible for triaging all telephone calls, responding appropriately, greeting visitors, and responding to their needs.

The incumbent assures all messages are communicated in a timely manner and handles all Veteran information in accordance with provision of the Privacy Act.


Schedules appointments assuring that Veterans are scheduled within a prescribed timeframe of the desired appointment date as specified by the provider, Veteran, or clinician.

Completes daily review of active/pending consults using designated VA tools. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Uses designated scheduling package. Reviews schedules and ensures clinic slots are managed appropriately to maximize capacity making schedule changes, as necessary. Appointments are made with the patient's input, either in person or by phone. Return Visits are schedule following Return To Clinic orders in conjunction with Veteran preference.

Maintains effective communication with Veterans, Rehabilitation Team members, providers, and supervisors when necessary. Communicates with PACT /PCP regarding consults and patient appointments. Provides follow-up calls to patients to remind them of appointments and to reschedule when clinic is cancelled. Assists with clinic access contingency plans by adjusting appointment times, location, or dates. Processes secure messages with patients and rehabilitation staff. Enters appropriate information into patient record. Screens consults for Service Agreement compliance and collaborates with rehabilitation team for medical/ clinical screening of consults.

Participates in huddles or meeting with other interdisciplinary members to manage and plan patient care/flow.

Performs a variety of administrative and clerical tasks associated with maintaining and supporting the work performed within the rehabilitation clinics.

Tasks include scanning and filing. Monitors the appropriate use of resources within the section. Observes workflow, guides patients through hospital system, inputs referrals, documents complaints, provides follow-up and suggests resolutions to supervisor.


The incumbent will possess the ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Manages the Outlook Calendars and computer clinics to assure high priority meetings and training sessions are scheduled at available times.

Performs other duties as assigned including providing coverage for administrative support colleagues in rehabilitation Battle Creek at CBOC's.

Coordinates follow up visits for patients needing to pick up equipment. Communicates with Prosthetics Department regarding Veteran equipment.


Incumbent is expected to be aware of travel pay process and insurance card scanning, My Healthy Vet/ Secure Messaging and setting up CVT and VVC appointments.

Canceled appointments occurring through text messaging will be appropriately addressed, according to standards.

Answers phone and takes messages for clinical staff to avoid disruption to patient care. Cleans and disinfects equipment and spaces within the rehabilitation clinic. Greet and assist Veterans when entering clinic area. The MSA performs other duties as required.

Knowledge of VA's computer programs and appropriate Microsoft Windows and Office programs. Proficient in typing and Excel. Demonstrates ability to analyze and interpret data to generate clear, precise summaries, reports, and recommendations. Demonstrates clear and accurate communication skills, both written and oral. Demonstrates reliability and accountability.

Work Schedule:
Monday - Friday, 7:00am - 3:30pm

Telework:
Available (Ad-hoc)

Virtual:
This is not a virtual position.

Functional Statement #: 93538A

Relocation/Recruitment Incentives:
Not Authorized

Permanent Change of Station (PCS): Not Authorized

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