Medical Support Assistant; Advanced

Position: Medical Support Assistant (Advanced)
The incumbent serves as an Advanced Medical Support Assistant in the Primary Care Medicine service line at the Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL ), patient processing and customer service.

Duties may include but not be limited to:

* Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met.

* The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues.

* His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled.

* A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills.

* The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems.

* The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.

* He/she must assist with clinical access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as Incumbents must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. conflict with staffing and/or coverage occurs.

* he MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

* The MSA participates in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.

* The ability to distribute and balance the workload among employees in accordance with established work flow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy.

* Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas.

Work Schedule:

Days

Telework:
Not Available

Virtual:
This is not a virtual position.

Functional Statement #: 000000

Relocation

Incentives:

Not Authorized

Financial Disclosure Report:
Not required