Medical Support Assistant

The incumbent serves as a Medical Support Assistant (MSA) in the Community Care department. The incumbent performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Community Care referral processes in the Minneapolis VHA.

Major Duties include, not limited

* MSA is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with Community Care Process Guides. Independently recognizes the urgency of the consults and schedules care in accordance. Assignments include, but are not limited to: scheduling, rescheduling patient consults, and monitoring processes related scheduling. Accurately schedules the full spectrum of medical care including but is not limited to outpatient appointments, outpatient procedures, inpatient surgery, lab tests and imaging throughout all specialties.

Communicate to the patient and pre- appointment requirements or instructions. Clearly communicate appointment care details to the patient or family.

* Communicate to the ordering provider or nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient. Identify and communicate patient concerns or needs recognized during communications regarding upcoming appointments.

* The MSA ensures the integrity of various databases, and data used in the management of administrative and customer service within the department. The MSA understands and utilizes current Community Care software.

* The MSA participates in team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs.

* The MSA utilizes the consult status to support accurate record of the consult as it moves through the process from approval to the point that results are attached to the consult. Independently collaborates, communicates, set priorities, and organize the work to meet deadlines ensuring compliance with established processes, policies, and regulations.

* The MSA collaborates with their nursing team, as well as PACT or ordering providers when a consult requires clinical guidance during the scheduling process. Communicates information between community providers, VA interdisciplinary team clearly and timely to facilitate access to care. Informs VA Provider of care that cannot be scheduled within his/her recommended time frame and assists provider as needed in identifying alternate location or option to access care timely for the patient.

* Provides follow up calls to patients when it is identified that an appointment was not attended. Incumbent assists patients in rescheduling appointments in cases of missed or no-show appointments. The MSA recognizes the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved.

* The MSA interprets VA guidelines and assists with communicating these to patients, families, agencies, employees, and Veterans' organizations. The MSA provides information and guidance to agency employees regarding scheduling processes as requested.

* Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner.

* Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule:

, Monday through Friday

Compressed/Flexible:
Not Authorized

Telework:
Not Eligible

Virtual:
This is not a virtual position.

Relocation/Recruitment

Incentives:

Not Authorized