Total 37 job vacancies by Veterans Health Administration

The incumbent will independently determine the needs of the Veteran/caregiver and provide administrative support across inter-professional clinics and support centers. The MSA is responsible for scheduling and rescheduling appointments, referring patients to other medical specialty clinics, providing information to patients necessary to resolve complaints, interactions with both internal and external customers, reviewing and documenting clinical and administrative electronic health records (EHR); obtaining medical information from patients, coordination information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSA refers all questions regarding medical attention to the appropriate health care team member.

Independently performs a full range of duties related to the delivery of healthcare services at JJP VA Medical Center. The MSA advises clinical staff on current administrative processes, working collaboratively across administrative and clinical services at the medical center to address patient's needs. The MSA provides customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

The MSA's responsibilities can include any point the Veteran interacts with the medical center while navigating their health services. This includes but is not limited to assistance with screening patients, visitors, and caregivers, assisting with Veteran's interaction with kiosks and self-service machines, clinic registration and scheduling. MSA will be required to communicate with Veterans through all patient outreach modalities including: JJP Call Center, VA Video Connect Appointments (VCC), VetText, and Vetlink.

The MSA will use advance knowledge of the health care process to ensure clinic utilization is optimized and effectively supports the needs of the organization and the Veterans. This requires practical knowledge of computerized data entry and information processing systems to enter, modify, and retrieve sensitive patient health information (PHI). These systems include electronic health records, consult referral tracking, and patient scheduling systems. MSAs will ensure clinic optimization through generating reports, administrative follow-up actions and evaluation of patient information and clinic schedules.

Responsibilities at this level may include, but are not limited to making independent decisions regarding: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information in accordance with VHA national scheduling guidelines; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record; obtaining medical records, faxing, participating in huddles with other MSAs and/or JJP Medical Center staff to determine the daily needs of the facility; monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.

The MSA provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. The incumbent is an effective member of a team working collaboratively across all administrative and clinical services throughout the health system. Other related duties may be assigned. Performance will be evaluate based on the incumbent's ability to effectively, efficiently and safely perform duties of the position.


Work Schedule: Monday-Friday 08:00 a.m.-4:30 p.m.
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 49758F, 49786F, 49787F/Medical Support Assistant
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized

Major duties include, but are not limited to, the following:

• Involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• 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 and adjusts as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).
• Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions;
• Enters appropriate information into the electronic record
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure
• Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

Major duties include, but are not limited to:

• Monitoring, for compliance and timely update, of expiration of time-limited credentials.
• Serving as subject matter expert (SME) in the field of credentialing.
• Receiving and reviews VetPro reports detecting problem areas requiring further investigation.
• Managing provider applications (initial) for Non-LIPs credentialing within the VAMC.
• Assuring application packages and other documents meet technical requirements per specialty of provider and assures application folder and database account (VetPro or other internal databases and spreadsheets) meet technical requirements.
• Determining processes for coordination of incoming data and documents from a variety of sources.
• Analyzing and managing issues related to documents that do not meet expected requirements, regulations or guidelines such as adverse actions against licensures, certifications, and NPDB) CQ reports.
• Conducting final appointment into the VetPro database, after thoroughly researching, analyzing and validating all data, information, documents and signature authorities.
• Developing and providing routine and special reports as requested by the C&P manager/Analyst.
• Possessing a credit card and is responsible for maintaining records, reconciling monthly charge statements and verifying legitimacy of requests for NPDB Single and CQ enrollments/ renewals, licensure verification (if applicable), National Student Clearing House, Work Number and certifications (if applicable).
• Reconciling transactions and resolving discrepancies with Fiscal Service.
• Performing other credentialing duties as assigned.

DUTIES MAY INCLUDE HOWEVER ARE NOT LIMITED TO THE FOLLOWING:

Supports Diagnostic Procedures
a. Assists providers and nurses in the performance of diagnostic examinations by performing duties such as monitoring vital signs, preparing and positioning the patient, or by performing a variety of routine diagnostic tests such as obtaining routine urinalysis, clean catch urines, and stool specimens.

Assists with Technical Nursing Treatments
a. Assists physicians and nurses in the care and treatment of Residents. Observes and reports to the professional nurse changes in patient behavior, attitude, bodily complaints and appearance.
b. Observes Residents for any change in condition (deviation in color, pulse, respiration, temperature and blood pressure) and reports them to the Registered Nurse.
c. Reports the condition of wounds and skin and any reaction to or results of treatments.-

Direct Resident Care
a. Provides a full range of patient care to complex Residents with a variety of physical and/or behavioral problems including personal nursing care, support duties and treatments.
b. Uses good communication skills in dealing with Residents, some of whom are unusually difficult to care for or communicate with.
c. Provides effective action in emergency situations.
d. Performs actions targeted to the maintenance/restoration of skin integrity by assisting nurses with turning patients and cleaning patients as needed.
e. Assists nurses, preparing Residents for transport to procedures by obtaining oxygen tanks or other needed equipment.
f. Complies with universal precaution and with all infection control policies and procedures
g. Provides emotional Resident and family care.
h. Maintain Resident privacy.
i. Responds appropriately to emergency situations
j. Assists/completes clerical and transport functions as needed.
k. Makes rounds to ensure visual contact, safety and comfort of each Resident.-

Indirect Care
a. Maintains a safe/clean work environment and completes assigned environmental duties
b. Demonstrates appropriate actions in environmental emergency situations.
c. Employs appropriate lifting/moving, transfer and assistive devices and demonstrates safe and proper body mechanics.
d. Utilizes equipment in a safe manner.
e. Reports unsafe equipment and working conditions to appropriate individuals.
f. Offers assistance to coworkers when needed.
g. Participates in QI activities as directed.
h. Practice cost effective measures in the use of supplies and equipment.

Enters Information on the Resident's Records/Charts
a. Enters specific information onto the patients' records using the Computerized Patient Record System (CPRS).
b. Enters information regarding the care rendered and the condition and progress of the Resident.
c. Performs direct patient support work including personal patient care and/or basic patient education.

Personal Resident Care
a. Performs a wide variety of duties aimed at increasing the comfort and spirit of the Resident.
b. Takes care of the Residents routine care and comfort needs for psycho/social/spiritual well-being, personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation, safety, etc.-

Resident Teaching
a. Teaches Resident and family members the necessity to continue the procedures for proper health· care.
b. Assists with specific health teaching, such as reminding diabetic patients of the importance for skin care and following a diet, reinforcing the importance of exercise and diet for the cardiac patients, etc.-

Environment of Care
a. Support professional staff and Residents as needed with maintaining a clean, safe environment of care.
b. Cleans bedside tables, stocks linens, cleans wheelchairs and other direct resident care equipment using appropriate precautions-

Resident Safety
a. Use standard precautions and personal/Resident protective devices
b. Recognizes and reports unsafe situations. Initiates appropriate emergency interventions
c. Maintains a safe/clean work environment, ensuring Resident privacy
d. Participates in unit-based medical center and organizational in-services and continuing education activities
e. Adheres to dress-code policy
f. Completes all TMS in a timely manner

Work Schedule: Full Time

Major duties include, but are not limited to:

• Establishes internal procedures to secure adequate control in terms of deadlines, progress reports, and directives and uses own initiative in developing procedures which will increase the general flow of information and overcome bottlenecks in the administrative process.
• Independently secures the required administrative and managerial support to meet operating requirements.
• Reviews/updates all Standard Operating Procedures (SOP) with Supervisory, Inventory Managers related to property management, GIP and/or related information systems, and warehouse/distribution functions.
• Under the guidance of the Service Administrative Officer (AO), the position posts time and leave, manages Logistics scheduling in lieu of the supervisor and manages online certifications for contracts, labor mapping, and ADPAC duties ensures all staff use TMS and monitor TMS use, training completions and accomplishments.
• Provides TMS compliance and non-compliance reports to the Chief for direct reports as well as to supervisors for their employees.
• Serves as an Alternate Facility Hazardous Recall Coordinator.
• Assigned to various committees within the service and Medical Center including special task forces as required.
• Coordinates the personnel management program for Logistics Service, performing all aspects of human resources requirements. Advises the Chief and Supervisors regarding procedures, laws, regulations, and policies dealing with workforce diversity, recruitment, merit promotion, employee and labor relations, employee career development, human resources training, and other human resources related activities.
• Manages budget formulation and execution for a changing budget of administrative expenses involving different funding sources, and participates with managers in reviewing needs, plans, and goals to develop budget data and justification for review and approval.
• Responsible for developing space requests and coordinate movement of assets with Logistics Service and Environmental Management Service (EMS).
• Performs other related duties as assigned.

Major Program Support Assistant (OA) duties include

Health Benefits Enrollment and Eligibility Advisor:

• Advises applicants of the health care benefits they are legally entitled to in person and over the phone, initiates administrative processes for establishing care, adjudicates eligibility when discrepancies exist, and notifies appropriate healthcare personnel accordingly.

• Responsible for all administrative functions related to the Decedent Affairs program including details of patient death cases occurring within the Medical Center.
• Serves as a liaison between Medical Center staff, next of kin, organ/body donation recovery units and funeral directors.

• Demonstrates working knowledge and technical proficiency in Beneficiary Travel program administration using eligibility criteria and regulatory authorities to appropriately administer program benefits to eligible patients and caretakers.
• Prepares and processes claims for travel reimbursement, authors vouchers to reimburse travel cost to eligible beneficiaries and communicates eligibility criteria to the patient.

• Perform administrative responsibilities in management of Hoptel services.
• Ensure guest meet eligibility requirements and are able to independently function in the Hoptel environment according
  to orders/Hoptel notes.

• Will be responsible for monitoring and processing admissions and transfer of inpatients from clinics and the Emergency Room accurately and in a timely manner.
• Is required to determine eligibility for inpatient status, including medical, surgical, behavioral health, domiciliary, and long term care and alerting management/admitting provider regarding ineligible patients submitted for admission.

Serves as program support assistant responsible for performing duties in a variety of functional specialization's to provide information and management assistance in planning, controlling and/or reporting on the fiscal resource, acquisition of equipment and services, program accomplishment and program administration. Major duties include, but are not limited to:

• Performs a variety of administrative duties designed to assist administrative management for Education Service operations and the efficient accomplishment of test objectives.
• The employee independently compiles, consolidates, coordinates and organizes a wide variety of data utilizing personal computers and
  state-of-the-art electronic data processing skills to support management decision making.
• Assignments require a practical knowledge of the Education Service, and established guidelines relating to the budget, supply and procurement processes and statistical reporting and records systems.
• Maintains extensive database of current work and backlog. Initiates job order requests in system; monitors hours and dollars charged against job estimate and notifies team chief as to problem areas during performance. Initials lateral transfers, equipment turn-ins and additions.
• Prepares, verifies, and/or closes out procurement documents, files, reports, or records.
• Monitors the expenditure of funds and keeps the supervisor advised of the status of the operating budget and alert to the critical areas where adjustments may be required.
• Work requires comprehensive knowledge of Department of Veterans Affairs and Medical Center policies, rules, regulations, and other guidelines relating to completing assignments in the program areas assigned.

Major duties include but are not limited to:

• Performs the administrative and personnel management functions relative to staff supervised.
• Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system.
• Observes workers' performance; demonstrates and conducts work performance critiques.
• Provides informal feedback and periodically evaluates employee performance.
• Resolves informal complaints and grievances.
• Develops work improvement plans, recommending personnel actions as necessary.
• Provides advice and counsel to workers related to work and administrative matters.
• Effects disciplinary measures as appropriate to the authority delegated in this area.
• Reviews and approves or disapproves leave requests.
• Assures that subordinates are trained and fully comply with the provisions of the safety regulations and with VHA Scheduling Directives 1230, 1231, 1232
• Plans work to be accomplished by subordinates; set and adjust short-term priorities and prepare schedules for completion of work.
• Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Receives and relays incoming and outgoing telephone and intercom messages.
• Receives and responds to unclear inquiries from patients concerning a variety of medical, personnel, and administrative matters.
• Receives and directs patients and visitors, answers routine inquiries and obtains necessary record information prior to patient's visit.
• Makes patient appointments and/or makes or assists in making the determination as to the patient's eligibility for benefits.
• Receives, schedules, and routes patients applying for care.
• Receives new and recurring applications for care.
• Procures data from official records, verifies information contained in the application.
• Enters no-show information for patients who fail to report for scheduled appointments, rescheduling patients as directed by the physician.
• Determines the nature of the patient's medical care needs, questions, or complaints and answers questions, provides information, gives guidance, and initiates action as appropriate.
• Maintains contact with medical and clerical staff in various clinics and wards to resolve delays and misunderstandings in the medical administrative aspect of providing medical care.
• Responds to technical questions regarding patient rights and responsibilities and medical eligibility for care.
• Serves as key member of the patient care team providing crucial administrative advice and guidance.

Duties include but are not limited to the following:

• Daily responsibilities include collecting, compiling, and tracking data and statistical information in support of Veteran Transportation Service (VTS).
• Performs a basic analysis of the data and generates a variety of reports.
• Collates in-coming data from a variety of sources.
• Reviews documents, reports and/or applications for omissions and inconsistencies and ensures data entry is complete and accurate. Enters pertinent information into an automated tracking system.
• Receives DSS extracts to verify that the workload being captured in DSS is correct.
• Maintains automated system of program-specific data to track items such as service project milestones, progress reports, clinic trends, program trends, performance measures, compliance strategies, etc.
• Interacts with various other transportation services such as Emergency Medical Service (EMS), Volunteer Transportation Network (VTN), Disabled American Veterans (DAV), Veterans of Foreign Wars (VFW) etc., and other transportation providers.
• Coordinates service practices that decrease waits and delays for patients in all specialty areas.
• Plans consult processing flow to ensure veterans receive consultation services in a timely manner. Utilizes the Veterans Health Information System & Technological Architecture (VISTA), Computerized Patient Record Systems (CPRS) or SharePoint Consult/Request Tracking System in processing internal consultations.
• Provides procedural support in administering quality monitors to be utilized in the internal consultation process to measure the success of efforts to provide seamless care and to support the education of staff in the proper use of the electronic record, to include internal consultation processes.
• Assists the Mobility Manager in planning and directing programs that provide VTS support services functions.
• Reviews workload types in Veteran Transportation Service e.g. outpatient clinic visits, surgical admissions.
• On a daily basis validate program workload and ensure reporting is accurate.
• Responds to "action required" notifications, insuring the primary providers are correct. Coordinates the day-to-day operation of VTS program flow, processes and functions.
• Provides technical and management guidance necessary to achieve the optimum use of service resources.
• Plans and provides support services in the following types of program areas: electronic records management; driver scheduling setup & management of program; space utilization services.
• Provides advisory services to the Mobility Manager regarding the requirements and implications of the office services provided.
• Provides advice to operating managers and supervisors on how provided services can assist in accomplishing their missions and programs.
• Performs other related duties as assigned.

Duties include, but are not limited to:

• Supports technical review, analysis and collaboration among internal and external stakeholders to ensure accurate processing of WC claims.
• Provides guidance and counsel to facility and VISN employees, managers and supervisors regarding their rights, responsibilities and requirements under the Federal Employees' Compensation Act (FECA).
• Evaluates the disposition of each workers' compensation claim against the required elements and determines next steps including transmission of documents, written responses, and tracking.
• Assists Specialist with coordinating access to the work site when requested by the OWCP Field Nurse and/or the OWCP Vocational Rehabilitation Specialist to conduct a job site visit to determine the extent (if any) a job may need to be modified to accommodate work restrictions.
• Reviews and interprets medical portions of less complex claims and research medical terms, procedures, and protocol of medical treatment to effectively manage claims and to understand the impact of the injured employee's medical condition.
• Reviews the medical costs associated with a claim to ensure that medical procedures, treatment and prescriptions are related to the accepted work-related injury.
• Evaluates, authorizes, and approves requests for Continuation of Pay (COP), or annual and sick leave used. Monitors requests for appropriate payment on a biweekly basis.Monitors and evaluates leave related to FECA claims for accuracy of payment and resolves discrepancies.
• Develops and monitors light duty assignments for injured workers until they can return to their preinjury position.Identifies and coordinates permanent job offers when the injured employee cannot return to their pre-injury position because they are permanently partially disabled.
• Assists in development of educational and training materials.
• Provides Specialist with draft responses to Congressional Inquiries, including but not limited to MSPB and civil litigation issues both orally and in writing by reviewing workers' compensation cases, performing fact finding, and advising and/or representing management officials as necessary.
• Preparation of workers' compensation documents for fraud proceedings and prosecution as requested.Prepares a written statement of challenge with appropriate oversight to notify OWCP of the deficiencies when any of the five elements are not met with factual and objective.
• Monitors the medical progress and duty status of all injured workers by obtaining periodic medical reports to determine work capacity.
• Other duties as assigned.

Chairside Assisting
Set up operatory for planned dental procedure and cleans dental operatory for timely turnover. Anticipates dentist needs passing instruments safely, accurately, and efficiently. Keeps operative field clear of debris and retracts oral tissues effectively and comfortably. Prepares dental medicaments and impression materials per manufacturer's instructions. Accomplishes all intra-operative procedures within standard infection control protocols. Assists in routine general dental procedures using concepts of four-handed dentistry. Assists in specialized dental procedures, such as oral surgery, endodontics, periodontics, prosthodontics, implant placement and restoration. Maintains dental equipment per manufacturer instructions and dental service standards.

Dental Imaging
Captures both standard and specialty dental imaging (ie. Cone beam) in digital format. Modifies settings to achieve the images as requested by provider. Images are characterized by diagnostic quality and accurately oriented. Dental imaging safety techniques are utilized, and retakes are minimized. Imaging requests are accomplished with the desired time frame.
Infection Control and Equipment Sterilization

Demonstrates proper infection control procedures in setting up and cleaning operatories. Disinfects all dental equipment per manufacturer instructions. Properly prepares instruments for transfer to SPS for sterilization. Follows all Standard Operating Procedures and Policy on Reusable Medical Equipment. Communicates with SPS to ensure availability of instruments so that clinical care is not delayed. Follows policy adorning all proper procedural Personal Protective Equipment.

Clerical Functions
Assists in filling gaps in doctor's schedule due to late cancellations and failed appointments. Initiates computerized progress note and electronic patient consent forms. Assists dentist in charting findings and treatment plans in patient electronic medical records.

Employee Education
Complies with Employee Education requirements. Completes mandatory annual safety training sessions.
Dental Laboratory Functions.

Pours impressions and prepares study models. Makes final denture impression trays. Fabricates athletic mouth guards and bleaching trays. Performs other dental laboratory functions as time and skill levels allow.

Direct Patient Care
Capture pre-treatment patient vital signs and monitor condition during treatment and recovery. Applications of topical anesthetics and topical fluorides. Takes impressions for diagnostics casts and preliminary impressions for prosthetic fabrication. Cleans removable prosthesis removing stain and soft debris.

Provides patient preventative educations and oral hygiene instruction. Provides post-operative instructions and other appropriate patient education.


Work Schedule: Monday - Friday, 8:00am-4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 21N41-A

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

Nursing Assistant - vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-Nursing-Assistant-Career-Flyer.pdf

VA Nursing Assistants perform care as delegated by a Registered Nurse. Nursing Assistants will assist medical personnel in the care and treatment of patients, including direct patient care. They perform a wide variety of duties aimed at increasing the comfort and mental health of the patient. They perform patient care and take measures to address the patient's bio-psychosocial needs, personal hygiene, physical comfort, nutrition, hydration, and safety. They will encourage patients with self-care and promote independence, while reporting to the Registered Nurse.

Duties include, but are not limited to:

• Provides direct care for complex veterans.
• Makes observations of subtle changes in resident's condition, i.e. behavior shifts, mood, skin coloring, appetite, etc. and takes action accordingly within the NA's assigned role.
• Documents care given, observations and responses on appropriate tools or forms.
• Responds appropriately to subtle patient changes by contacting the appropriate nursing personnel.
• Monitor and documents patient intake and output reports deviations timely and accurately.
• Performs nursing procedures within scope of practice and according to policies and standard procedures to care for the veteran for such procedures but not limited to: care simple dressing, application of braces and prosthetic devices.
• Performing and documenting prescribed medical treatment and interventions for patients, such as diabetic urine testing and blood testing, simple dressing changes.
• Works on small group activities with veterans/residents according to the patients/resident treatment plan.
• Recognizes the residents' autonomy and promotes independence by means of respect, limit setting and individualized treatment.
• Actively participates in Treatment Planning Meetings.
• Utilizes equipment to promote the veteran self-care, such as; lift equipment, hydro sound tubs, and veteran/resident wandering system.
• Verbally provides patient information to the treatment team for inclusion in the veteran/residents' plan of care, participates in treatment team meetings for resident care planning.
• Enters information about the residents' condition in the chart, utilizing appropriate formats.
• Participates in maintaining a clean, safe environment for the patient/resident.
• Removes defective equipment, reports hazards, observes safety regulations, contributes to infection control, and utilizes proper aseptic technique in performance of duties.
• Manages distributed patient behavior and by appropriately intervenes and request assistant from other health care members.
• Appropriately initiates basic life support, takes actions appropriate action.
• Other duties as assigned.

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

The Supervisory, Medical Support Assistant in Community Care is aligned under the direct supervision of the Deputy Chief, Community Care. The primary duties of the Supervisory Medical Support Assistant (SMSA) may include but are not limited to:

• Plans and directs administrative and technical duties in support of referral management
• Assigns and evaluates work of subordinate staff
• Resolves complex problems so that patient services are met
• Evaluates new products, equipment, and systems and makes recommendations
• Identifies educational and training needs
• Makes final decisions on staffing selections
• Evaluates performance and takes disciplinary actions
• Plans and directs activities for support staff
• Extracts and analyzes data for reports
• Schedules appointments, consults, and tests
• Ensures transfer or medical records from and to the VAMC and other facilities
• Tracks patient's appointment status in the community
• Reviews VSSC or other reports to validate consult tracking
• Makes follow-up calls on a daily basis
• Verifies and updates demographics and insurance information
• Researches Optum database to assist Veterans with finding medical care in the community

Incumbent exercises judgment and reason and relieves Supervisor of as many administrative duties as possible. The HT Program Support Assistant performs a variety of clerical and administrative support duties for the HT Program and performs office data support using multiple automated programs and software such as SharePoint, databases, spreadsheets, word documents and graphics in support of the clerical and administrative work.

Duties include but may not be limited to the following:

• Handle and collate data for patients enrolled in the Home Telehealth(HT )Program.
• Serve as a point of contact for Veterans, medical center staff, community agencies, and various others who contact this office.
• Assist with any future proposals/projects that are implemented, distributes, and balances the workload among Care Coordinators, assures timely accomplishment of the assigned workload, helps with enrollment, disenrollment and troubleshooting non-responding activities on telehealth equipment and documenting these as appropriate.
• Collect, compile and/or track statistical information and patient census report for the support of program operations and to access status or outcomes in relation to established performance measures, goals, and objectives; receive and process documents and reports in accordance with established procedures; use software applications to draw information from a wide variety of sources in order to prepare reports; and assist in the planning, review, and reporting of data/statistical results of program studies.
• Receive and ascertain the nature of the calls or visits and directs telephone calls, messages, and patients/visitors.

Major duties include, but are not limited to, the following:

• Involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• 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 and adjusts as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).
• Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions;
• Enters appropriate information into the electronic record
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure
• Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).