Advanced Medical Support Assistant

The Albany VA Medical Center is looking for an Advanced Medical Support Assistant for the Assistant Director's Office.

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. The MSA is able to independently manage position responsibilities with little supervision and 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 let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Performs daily review of active/pending consults, physician encounters, EWL, Recall Reminder list, Return to Clinic list, Audiocare, VEText, VA Online Scheduling (VAOS) and other patient and provider communications for accuracy and disposition. The Advanced MSA ensures that insurance and demographic information is verified when the Veteran comes for his/her appointment.

Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to HIMS to scan or performing scanning (CBOCs). Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care.

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 and assures that each employee is fully engaged. Incumbent is responsible for the completion of personnel reports, notification of panel changes to the PCMM Coordinator (as appropriate), consult reports, rosters, and maintenance of supplies and forms.

Requires frequent changes to comply with VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic 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. Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.

Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor and Clinic Practice Management leader, generates patient workload reports for validation and monitors activity to assure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals when applicable and appropriate, documents complaints, and provides follow-up and suggests resolutions to supervisor.

Schedules appointments and utilizes the EWL, Veteran's Choice Program, and any other access initiative as they are developed accurately in a timely manner. Appointments will be made with the patient's input, either in person, by phone, or other official electronic communications (VAOS, My Healthe Vet , VEText, etc). Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity.

Serves as technical advisor and liaison with contacts at all levels. Incumbent must understand and be able to explain complex regulations and eligibility criteria concerning Veterans' entitlements and VA benefits, priorities for care, access to care and advanced clinic…