Advanced Medical Support Assistant

About the role

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Major Duties

• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• Captures and updates health insurance information serving a major role in the revenue process.
• Trains other MSA levels on scheduling, Insurance Capture Buffer (ICB), scanning, patient movements, data management, call responsiveness, decedent affairs and health benefits processes.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number.
• Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
• Processes incoming patient secure messaging through MyHealthy Vet and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
• Sets priorities and deadlines, adjusts the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers.
• Enters appropriate information into the electronic record.
• Makes adjustments to clinic appointment availability to ensure clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

Functions

• Works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service, and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
• Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shifting patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number.
• Validates and updates patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Promotes veteran registration for and utilization of MyHealthy Vet (MHV).

Work Schedule

Monday - Friday, 8:00am to 4:30pm

Virtual

This is not a virtual position.

Functional Statement #

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Qualifications

• Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
• Basic Requirements:
• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education: Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;
• OR, Education. One year above high school
• OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).