Medical Support Assistant; Advanced

Overview

This position is in the Care in the Community (CITC) Department of the Louis

A. Johnson VA Medical Center - Clarksburg, West Virginia. Advanced Medical Support Assistant (MSA) CITC are responsible for assisting Veterans and ensuring a smooth process for managing non-VA medical appointments.

• Receive Non-VA Care consults via electronic notification after approval by the CITC clinician and coordinate timely care for the Veteran based on the indicated priority.
• Contact Non-VA providers to schedule appointments and obtain necessary documentation for the Non-VA provider.
• Coordinate with other service lines to obtain information for the Non-VA provider and schedule Veteran appointments.
• Manage appointments in Vista (no shows, cancellations, rescheduled appointments) and inform providers of any changes to the patient s Non-VA medical appointment.
• Ensure medical documentation is received from Non-VA providers and prepare documents for scanning into the Veteran s electronic medical record.
• Organize material for the Lead MSA, CITC case managers, and/or CITC RN Manager; work collaboratively in an interdisciplinary care delivery model (e.g., PACT).
• Assist with access contingency plans by adjusting appointment times, locations, or dates and shift patients to other community healthcare providers as needed for staffing or coverage.
• Participate in team huddles/meetings for patient care planning and management; assist with triaging calls and directing patients based on eligibility and program requirements (e.g., Veterans Choice).
• Move between DOMA, CPRS, and VistA; review active/pending consults and electronic wait lists; maintain recall spreadsheets for accuracy and disposition.
• Coordinate administrative services for veterans, family members, caregivers, and staff to ensure continuity of inpatient and outpatient care.
• Interpret and apply applicable laws, regulations, directives, and VA policies related to healthcare benefits and scheduling directives.
• Ensure scheduling respects patient input via phone and uses VCL/EWL accurately and timely.
• Prepare reports and present data as needed and resolve patient concerns; demonstrate advanced knowledge of healthcare processes and patient access models.
• Assist with receiving, tracking, and processing health information to ensure proper integration into CPRS; maintain patient flow and efficiency in appointment cycles and provider availability.
• Perform receptionist duties and customer service aligned with the care delivery model and team goals.

• United States Citizenship:
  Non-citizens may be appointed only when it is not possible to recruit qualified citizens in accordance with VA policy.
• Experience and
  
  Education:
  
  One year of above-high-school education or six months of clerical/office/customer service/administrative experience, or an equivalent combination of education and experience.
• Career requirements:
  No certification is required; foreign education credit may be applicable as specified by VA standards.
• English Language Proficiency:
  Proficient in spoken and written English per VA guidelines.
• Grade Determinations for GS-0679-6:
  One year of experience at GS-5 level or equivalent; experience includes scheduling, canceling, re-scheduling patient appointments and entering no-show information; monitoring wait lists and preparing for clinic visits; updating demographics and insurance information; handling transfers; processing co-pays and pre-authorizations as applicable.
• Knowledge, Skills, and Abilities:
  Ability to collaborate with a wide range of clinicians; set priorities and organize work to meet deadlines; communicate tactfully and effectively; prepare reports; have advanced knowledge of healthcare processes and policies; coordinate care across interdisciplinary teams; interpret complex regulations and complete scheduling responsibilities; and manage patient flow and access to care.
• Physical and work requirements:
  Sedentary and walking; ability to handle multiple demands; prolonged computer use; lengthy periods of sitting with movement around the medical center as needed.

• Schedule and manage appointments for the Non-VA Care unit; coordinate with clinicians and Non-VA providers; ensure documentation and compliance for VA processes.
• Typical work schedule:
  Monday through Friday, 8:00 am to 4:30 pm.
• Other details:
  Recruitment incentive and relocation assistance are not authorized; provides standard federal benefits including leave, holidays, retirement options, and health insurance.

Functional Statement #: 24015-F. This description reflects responsibilities and requirements as described and is not intended to be all-inclusive or to create a employment contract. This is not a virtual position.