Advanced Medical Support Assistant

4 weeks ago

Las Vegas, Nevada, United States Veterans Health Administration Full time

Duties include but not limited to:
Works collaboratively with the Community Care nurses, consult teams, and medical administration for all patient coordination of care issues. It is a complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration.

Demonstrate exceptional interpersonal communication skills and work collaboratively with medical center programs, services and multidisciplinary team members in providing accessibility to care both clinical and administrative.

Coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision-making, coordinating care needs, assist in scheduling appointments and directing problem resolution as appropriate.

Determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation.

Prioritizing calls and making decisions based on caller needs; handing off calls to the Community Care Nurses for patients/callers that potentially have an emergent or urgent care need, resolving or referring for resolution non-urgent Community Care needs to their Supervisor or Team Lead.

Acting as patient advocate, the employee attempts to resolve patient needs to the best of their ability within their designated role.

A large portion of calls received will include assisting patients/callers with various needs requests.

Review CPRS consults, using CPRS, HSRM, or CTM (Consult Tracking Manager) to determine whether if there is a delay and will report delays to the appropriate staff.

All calls are documented in the Cisco Finesse computerized software.
Must be proficient with typing skills, speed, accuracy, and grammar due to the significant amount of documentation.

Active participation may be required, through various duties as assigned, multidisciplinary program meetings, direct interaction with their supervisor and program manager, and development and implementation of program procedures, goals, and objectives.

Compliance with all safety/fire prevention rules/regulations, using protective equipment when required and provided, is expected.

Attends scheduled training sessions in the medical center and participates in facility or service level safety promotions as directed by the supervisor.

Knowledge of all fire drill and emergency plans for the work area, including the location of all emergency fire equipment.

In the performance of official duties, the employee has regular access to printed and electronic files containing information, which must be protected under the provision of the Privacy Act of 1974, and other applicable laws and regulations.

Must ensure entry into the personal computer/computer system under his/her use only.

Organize work with general assistance from the supervisor to meet VA and national standards of care and complete assigned performance requirements, reports and special assignments within designated time frames provided by senior management, referring only the non-routine and high technical issues to the supervisor.

Responsible for maintaining the confidentiality of information obtained to carry out required duties.

Routinely communicates with registered nurses, physicians, and other allied health professional staff using sound interpersonal skills and is constantly aware of sensitive information.

Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved.

Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statuses and policy, and VHA policy.

Uses word processing software to execute several office automations functions such as storing and retrieving electronic documents and files, activating printers; inserting and deleting text, formatting letters, reports, and memoranda; and transmitting and receiving e-mail.

All other duties as assigned and detailed in Functional Statements

Work Schedule
:
Monday to Friday 7:30am-4:00om.

Telework
:
Ad-hoc

Virtual:
This is not a virtual position.

Functional Statement #
:
FS#:03940F

Relocation/Recruitment Incentives
:
Not Authorized

Permanent Change of Station (PCS):
Not Authorized

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