Advanced Medical Support Assistant

Duties

• Independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings
• Coordination and scheduling of Veteran medical appointments
• Greeting patients
• Managing phone and mail communications
• Collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services
• Active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran
• Scheduling activities must comply with established national, VISN, and local guidance
• Set the tone regarding the quality of healthcare services provided at the VA
• Exceptional customer service and de-escalation skills are essential for effectively serving Veterans and coordinating their healthcare
• Maintain a high-quality service experience for the Veterans while adhering to the VA's ICARE values: Integrity, Commitment, Advocacy, Respect, Excellence
• Thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services
• Screen and receive phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and clinic for processes
• De-escalate situations involving upset, confused, or angry veterans or caregivers utilizing appropriate communication techniques while remaining professional and courteous
• Communicate with non-VA medical facilities to ensure effective coordination of care, including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers
• Support clinic access contingency plans by adjusting appointment times, locations, or dates as needed as well as shift appointments to other providers during staffing or coverage needs
• Aid in emergency management contingency plans for potential scheduling system outages
• Use proper identification methods, verifying two forms of identification (name and full social security number and/or Veterans Health ID Card) during every interaction, whether in person or over the phone
• Validate and update the Veterans' demographic information accordingly
• Prepare various written correspondences for Veterans, including appointments, notifications, normal lab result notices, and pre-appointment instructions
• Ensure such correspondence is error-free and accurate is essential

Knowledge, Skills and Abilities (KSAs)

• 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
• Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. - 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
• Independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations
• Communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customers