ADVANCED MEDICAL SUPPORT ASSISTANT - Department of Veterans Affairs - Augusta, ME

The Advanced MSA works collaboratively in an interdisciplinary Patient Aligned Coordinated Team care delivery model and performs receptionist duties, customer service and other duties assigned for the timely treatment of patients and 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. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The MSA participates in the daily team huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.

Notifies his/her supervisor when access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults list and other databases for accuracy and disposition. Coordinates administrative services for Veterans, family members, caregivers, and general public. Communicates with appropriate administrative and clinical staff to insure continuity of care and services. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System by completing the documents for scanning. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of Healthcare Benefits. The ability to distribute and balance the workload among employees in accordance with established work flow or job specialization. Assures timely accomplishment of the assigned workload. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. Requires frequent review of changes to directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with access principles. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue.

Work Schedule: Monday – Friday – 7:30am to 4:00pm OR 8:00am to 4:30pm

Functional Statement Title/# – Advanced Medical Support Assistant