Medical Support Assistant

Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant (AMSA) position is assigned to the Primary Care and Community Clinics Service (PCCCS) and serves as administrative support within the Tucson VA Medical Center. The incumbent in this assignment will support operational administrative needs for Casa Grande Community Outpatient Based Clinic (CBOC) & PCCCS. The position is located at the CASA GRANDE CBOC.

The AMSA works collaboratively in an interdisciplinary team environment 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. 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 clinic processes. At this level, the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care. Incumbent will recommend changes to existing clinic procedures based on current administrative guidelines. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics.

Other assignments at this level include but are not limited to: preparing paperwork and managing ECFaxes and ensures timely return to HIMMS for scanning; sending requests for records as needed by the PACT Team; verifying and updating demographics and insurance information (ICB); encouraging the use of new processes; processing incoming secured messaging through MyHealthyVet; utilizing the medical record to enter information and research the needs of the patient as appropriate; managing patient systems to verify and validate accuracy and resolve concerns; providing excellent customer service and assists in providing front line resolution when applicable; managing PACT Team reports and providing them at huddles; evaluating patient information and clinic schedules to determine whether the patient requires an immediate appointment; completing scheduling in compliance with national, facility, and service directives, policies and procedures; informing team members about shared patients.