Medical Support Assistant-Primary Care & Specialty Care Integrated Clinical Community Call Center

Job Title

Medical Support Assistant

Communication Demonstrates positive people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward Veterans, visitors, and other employees of the Medical Center in both verbal and written communication. Maintains Veteran rights, confidentiality, and individuality. Resolves issues at the lowest level and in a timely manner. Set limits/boundaries which are clearly defined within the MSA/Veteran relationship. Have advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance.

Participate in and independently follow up on team huddles/meetings, sharing information and collaborating with the medical team assuring continuity of care. Is the main point of contact for all secure messages/message manager sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion.

Administrative and Operational Serves as an agent in the department for scheduled and unscheduled visits. Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly. Prepare reports in various formats and present data to various organizational levels. Screens call and determine if the call requires attention from a registered nurse, licensed practical nurse, provider, or other designated professional.

Maintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA). Enters appropriate information into the Veterans electronic medical record. Assures appropriate forms including any documents are presented, sent out, or completed by the Veterans. Facilitates release of information for records and documents being received from outside facilities monitor and track the progress of received required information.

Provides clerical support to the area they are assigned to, this includes support to any staff member. Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload. Obtains and monitors the use of services, supplies, and equipment for their offices area. Updates Veteran's demographic information to include the following: address, phone number, insurance, preferred method of communication, guardianship reminder, and other information as new programs are added or changed.

Receives and responds to inquiries via secure messaging, message manager, VAR, VEText, letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member, requesting tests or medications, questions on appointments, scheduling, and various other inquiries. The MSA can recognize and refer urgent inquiries to clinical staff for immediate action as needed.

Works or may be assigned to the PC ICC call center (in support of SC ICC) in times of short staffing or high call volumes. Ability to multitask daily (i.e., changing priorities at a moment's notice in high stress situations). Coordinates and assists with department services, programs, and outreach events. Participates in encounter closeout. Basic knowledge of the technical health care process relating to access to care.

Follows PCMM process for assigning and reassigning Veterans to primary care providers. Processes all health care providers' order accurately. When needed seeking clarification. Call center functions include but are not limited to:
Answer all PC ICC and SC ICC incoming calls, and assignment of monthly administrative duties.

Work Schedule:

Monday-Friday 8am-4:30pm

Telework:
Not Available

Virtual:
This is not a virtual position.

Relocation/Recruitment

Incentives:

Not Authorized

Permanent Change of Station (PCS):
Not Authorized