Advanced Medical Support Assistant

Incumbent serves as an Advanced Medical Support Assistant in the Community Care (CC) Department. Individual works at the VA Medical Center in Albany, New York providing administrative, technical support, and coordination to the Community Care Manager.

Scheduling:

Schedules all Community Care (CC) consults as per VA Regulations and Directives, Office of Community Care (OCC) Field Guidebook (FGB) and local guidance. Assumes responsibility as the CC scheduling point of contact for patients (or their representatives) and providers to clarify questions regarding scheduling and eligibility. Applies scheduling priority guidelines, adheres to CC consult management timeliness metrics. Ensures designation of patient desired in-network community provider and appointment date as appropriate, documents cancellations and no-show of community appointments, refers to RN or MSA as appropriate for rescheduling.

Effectively uses Consult Tracking Manager (CTM) to develop and managetracking needed to ensure timely scheduling, follow-up care and requests for additional service. Completes documentation as per FGB and local policy in the electronic medical record. The incumbent advises the program manager and other VA employees of scheduling difficullties; s/he works withwith multiple VAMCs, Referal Coordination Teams, and their clinic counterparts to share information and provide education on current Community Care policies in order to optomize the timeliness ofcare for VA patients.

Coordination of Care:

Coordinates outside referral sources in accordance with Third Party Administrator requirements. Detailed knowledge of multiple medical specialties is required to coordinate and schedule care with community providers. Effectively uses Provider Profile Management System (PPMS) when schedulingcare in the community. Accommodates patient scheduling requests as appropriate which requires establishing relationships with many community entities. Develops, maintains and routinely updates points of contact list related to individual specialties to include phone and fax numbers for community providers.

Ensures community provider receives necessary medical Referral Documents (REFDOC) as required for scheduling care. Enters CC authorization into Health Share Referral Manager (HSRM) database as per FGB and local guidelines; provides written authorization to community provider and patient. Obtains medical records to assist with scheduling or coordination of clinical care. Uploads and/or scans medical records and reports into electronic medical record as necessary, alerts providers and care management team.

Develops and maintains effective and efficient communication among the patient, team, expanded team, and the larger VA and community healthcare delivery systems. Has significant responsibilities within this context including coordination and communication during the inpatient and outpatient delivery of care. Maintains communication with the patient, CC team and all providers as necessary. Considerable independent judgment and critical thinking skills are required.

Maintains in-depth knowledge and is able to answer questions regarding administrative eligibility criteria for care in the community as per federal law. If not able to address any particular concern, ensures requester is referred to appropriate personnel who can resolve issue. Prepares written correspondence as a means to contact Veterans to obtain information to coordinate care. Fully participates in daily team huddles andweekly meetings where patient care planning and management occur, documents scheduling challenges and alerts team and supervisor.

Informs RN of clinical issues.

Administrative Support:

Collects and reports data to Lead MSA, Administrative Officer and/or Manager relative to scheduling delays and community provider availability. Performs data abstraction for special projects. Assumes responsibility for assisting department staff with backlog as needed. Assists with clerical dutiesas assigned such as faxing, copying, mail, typing, etc. Assumes responsibility for completing mandatory education requirements. Utilizes information management technologies in an appropriate manner.

May be required to enter electronic work orders and electronic computer access requests.

Works within scope of responsibility. Promotes action to improve performance within scope of responsibilities. Enhances customer service by responding to customers timely, demonstrating polite, cooperative and respectful behavior. Works with others to accomplish a task or goal and recognizes the interdependence of employees by demonstrating flexibility in work practices, actively supporting group decisions, addressing problems/issues and customer service complaints with supervisor. If not able to address any particular concern, ensures requester is referred to appropriate personnel who can resolve issue.

Performs other duties as assigned.

Work Schedule:

Monday through Friday 8:00 a.m.

- 4:30 p.m.

Virtual:
This is not a…