Medical Support Assistant-Rehabilitation & Extended Care Service

VA Careers - Medical Support Assistant

The incumbent is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, cancelling, rescheduling patients appointments and/or consults; entering no-show information; monitoring the unable to schedule list; preparing for clinic visits; monitoring outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit;

verifying and updating demographics and insurance information; and processing all emergency and non-emergency transfers to other VA facilities or private hospitals.

Specific Functions:
The incumbent uses VistA and CPRS computer system daily, including the keyboard and printer. The incumbent answers questions and provides information and daily activities include the following:

• Working directly with patients who have been instructed to request a new appointment to schedule and provide patient instructions on test preparation, diets and procedural requirements.
• Seeking out available appointments with multiple staff members and services to coordinate Telehealth appointments.
• Programs the VistA printer to generate notices to outpatients concerning failed and rescheduled appointments. Reviews output to ensure that appropriate information is generated and ensures that inappropriate letters are discarded.
• Utilizes and follows up on Audio Care Reminder calls.
• Produces and distributes daily schedules to professional staff.
• Pre-registration as needed with checking patients in for appointments.

Incumbent performs duties as follows:

• Receives, interviews, and routes individuals for either inpatient or outpatient care to the appropriate care team or setting.
• Maintains daily contact with professional services personnel giving outpatient/inpatient care to ensure the best possible liaison between patient and health care system personnel.
• Accepts telephone calls from Veterans, relatives, service officers, etc. regarding outpatient/inpatient treatment and transportation.
• Receives and responds to unclear inquiries concerning a variety of medical, personnel, and administrative matters. Determines general nature of inquiry and independently responds to all administrative questions. Recognizes and refers urgent inquiries to professional staff for immediate action.
• Reviews medical records of outpatients/inpatients to ensure that requested appointments are made for the professional staff and diagnostic services.
• Schedules and receives consults based on established scheduling policies and procedures from VHA directive for outpatient clinic scheduling.
• Utilizes Appointment Management Supervisor Menu to accurately and appropriately to facilitate efficient scheduling of appointments.
• Update, review, and utilize the Unable to Schedule list to accurately reflect patients waiting to schedule an appointment.
• Processes all health care providers orders accurately. Seeks clarification of orders when appropriate.
• Promptly and accurately initiates and checks on status of referrals, lab and x-ray procedures, completing required forms with appropriate patient identification.
• Makes numerous calls each day to coordinate information and actions relating to patient care and services. Relays information and requests from the patients to the treatment team and within the treatment team.
• Ensures that escort services and transportation are properly arranged. Pages and locates clinic staff for patient services and consultation.
• Accurately and timely performs clerical work in support of the care and treatment given to patients such as receiving patients or maintaining…