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
Starting at $37,020 Per Year (GS 3-5)
