Advanced Medical Support Assistant

4 weeks ago

Beckley, United States Veterans Health Administration Full time

Summary

The Advanced Medical Support Assistant (MSA) works collaboratively in the Non-VA Care Coordination coordinated care delivery model, specifically in support of the MISSION Act and Community Care Network programs.

Duties

The MSA is responsible for maintaining/scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, and transmittal of schedules to Third Party Administrator for actions within the MISSION Act and Community Care Network programs. Assignments at this level include, but are not limited to: monitoring/transmittal of scheduling, canceling, re- -show information; monitoring active consults lists to ensure timely processing; monitoring outpatient appointments for areas of responsibility; collecting and providing pertinent medical documentation for upload to CPRS/CTM and/or HealthShare Referral System (HSRM) via uploading/scanning; verifying and updating demographics and insurance information; performing basic eligibility, co-pays and preauthorization requirements; notification to clinic in reference to appointment cancellations and/or no-shows; notifying the patient of appointments/reschedules, no shows/cancellations via phone and/or mail. The Advanced Medical Support Assistant coordinates/communicates with Community Care Services staff, the patient care team, and Third-Party Administrator staff to coordinate the timely Non-VA care of eligible Veterans. They develop/maintain effective and efficient communication with each patient care team and the Third Party Administrator in order to monitor patient scheduling, to minimize missed opportunities and prevent double-booking, and deliver pertinent documentation and other support needed to accomplish medical services. They will remain competent with the HSRM and Provider Profile Management System (PPMS) web sites to be able to track patient scheduling, upload requested documentation, monitor/alleviate problems/issues during the medical service process, and ensure scheduling remains within established provider network. Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs; entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (., X-ray, lab work); participating and providing input in problem solving on operational issues or procedures in team meetings; performing administrative follow up actions. The Medical Support Assistant will provide customer service support within the assigned area of Community Care Services determined by the Employee Seniority list. They will offer support by assisting to gather information; answering the phone via the ACD line; assisting customers with issues in reference to Veterans eligibility, use, and function; referring Veterans to appropriate personnel; and other duties related to walk in and/or calling Veterans, including documenting walk-in interactions via Customer Relationship Management (CRM). Assignments of duties with supplemental verbal instructions will be given by the immediate supervisor initially but then is expected that the MSA function with little or no supervision. The MSA may seek guidance from the supervisor and/or the Lead MSA on site when difficulty is encountered with any assignment however will be expected to problem solve and be able to identify solutions with the assistance of other VA personnel. Meets the needs of customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA 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/VA staff constructively and appropriately. The primary age of Veterans receiving services is typically between 18 and 80 years of age. This position requires the incumbent to possess or develop an understanding of the particular needs of these types of patients. 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 statutes and policy, and VHA policy. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs.
Work Schedule : Monday - Friday; 8:00am - 4:30pm
Telework : Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives : Not Authorized
Permanent Change of Station (PCS): Not Authorized
Fi nancial Disclosure Report: Not required

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