Advanced Medical Support Assistant

3 weeks ago

Duncanville, Texas, United States Veterans Health Administration Full time
Duties include but are not limited to:


The Advanced Medical Support Assistant work impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using patient processing, and customer service.

The work impacts processes, action plans, monitoring and reporting.

The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems.

The incumbent performs a wide and diverse array of duties that include determining veteran eligibility for care, receiving, and processing complex health and administrative information, and coordinating Community Care services for Veterans throughout the North Texas service area.

The Advanced MSA works collaboratively in an interdisciplinary care delivery setting.

The AMSA can independently perform position responsibilities with little supervision, as well as set priorities and deadlines adjusting the flow and sequence of work to meet team and/or patient needs.


  • Screens each consult request to the CC Coordination Program to determine patient's eligibility status, technical completeness, accuracy, and urgency of request.
  • Serves as primary administrative contact and process expert related to the VANTXHCS Community Care Program.
  • Serves as a trusted resource for patients who are receiving CC services. Provides accurate information related to specific CC providers (location, office contact, etc.), the CC process, as well as basic payment and authorization information, etc.
  • Establishes constructive and effective working relationships with the office staff of CC providers to effectively schedules appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction. Maintains these relationships through ongoing customer service activities, problem resolution, and timely response to requests.
  • Establishes effective relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CC requests and issues. Provides information/education related to the CC Coordination program to new providers, to assist in submission of requests.
  • Collaborates with ordering VANTXHCS providers, and other clinical staff to expedite and authorize CC services for patients.
  • Ensures special instructions or requirements for each request are clearly outlined prior to submitting to the CC provider or Third-Party Administrator (TPA). Identifies and provides any supporting information or documentation needed for each consult. Gathers needed information and ensures information or data is sent to the CC providers prior to the scheduled appointment to ensure continuity of care. Facilitates immediate needs of CC providers, to obtain stat information/data so patient's care or treatment is not delayed.
  • Consults with the requesting provider or CC RNs to obtain clarification or additional needed information.
  • Utilizes extensive knowledge of CC vendors' availability, specialties and expertise, the patient's home address, desired date of service, and any special needs or requirements before submitting requests to CC providers or the TPA. This requires ongoing communication with each patient and frequent communications with CC providers to ensure accurate information and coordination of services.
  • Maintains an efficient suspense system for effective and timely follow-up of each consult submitted to a CC vendor. Collaborates with the vendors and patients to resolve scheduling issues. Documents actions taken on each consult to ensure timely communication with the patient's health care team.

Work Schedule:
Monday -Friday or or or

Telework:
Available ( As determined by the agency policy) Ad-hoc

Virtual:
This is not a virtual position.

Functional Statement #: 00000

Relocation/Recruitment Incentives:
Not Authorized

Permanent Change of Station (PCS): Not Authorized

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