Medical Support Assistant

4 weeks ago

Aurora, United States Veterans Health Administration Full time

Summary

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model & performs receptionist duties, timekeeping, customer service & other duties assigned for the proper & timely treatment of patients & maintains appointment schedules. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

Duties

This job opportunity announcement may be used to fill additional vacancies.

The incumbent serves as an Advanced Medical Support Assistant within the Hines VA Medical Center in Hines IL. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting, and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Work Schedule: Monday thru Friday, 7:30am - 4:00pm. Tour of duty may vary based on the needs of the service.
Telework: Not Available.
Virtual : This is not a virtual position.
Financial Disclosure Report: Not required.
Locations : Hines 5000 South 5th Ave. Hines, IL. 60141, Hoffman CBOC 4885 Hoffman Boulevard, Hoffman Estates, IL 60192, Joliet CBOC 1201 Eagle Street, Joliet, IL 60432, Aurora CBOC 161 South Lincolnway, Suite 120, North Aurora, IL 60542.

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