Advanced Medical Support Assistant

This position reports to Ancillary Services, which encompasses two departments at two campuses of the Battle Creek VA Medical Center. This position is located at the Wyoming, MI VA Clinic. The Advanced MSA provides support to Radiology and Laboratory Services. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

Major duties include, but are not limited to:

* Serve as the key contact for Providers, Veterans, family members, and other staff members who obtain services from Ancillary Services.

* Resolve simple complaints and refer others to the supervisor. Answer general questions pertaining to Ancillary Services such as, but not limited to, policies, appointment cancellation, hours, and availability of services.

* Answer telephone calls from internal and external customers. Provide the appropriate response to inquiries and respond to requests for appointments. Determine the source of telephone calls and handle appropriately in accordance with Service and Medical Center policies.

* Perform all scheduling actions in accordance with VA Directives, Radiology Program Office scheduling and orders management guidance, and Service procedures and policies; and instruct patients on standard preparation procedures required prior to testing (i.e., liquid intake, medications, dietary instructions, lab tests, sending case history forms, etc.). Schedule appointments in the scheduling package and the Radiology package, if applicable, avoiding conflicts with other scheduled appointments within the Service and other Medical Center services.

* Receive consults, as applicable, per policy and monitors consults for completion.

* Enter patients onto the electronic wait list (EWL) or recall reminder system as necessary. Manage the EWL and recall reminders, scheduling patients as appropriate.

* Apply the established guidelines concerning correctly and appropriately identifying and verifying all patients whether face-to face or during telephone contact.

* Perform required procedures when a patient checks-in for scheduled appointments, such as verify and update patient demographics and insurance information.

* Monitor all required software systems used for check-in, appointment requests, and appointment cancellations. Process all entries as appropriate from these systems.

* Enter documentation into the medical record as appropriate following established guidelines and policies.

* Notify section personnel immediately of the arrival of patients awaiting examinations or when STAT requests are received.

Work Schedule:

Monday
- Friday, 8:00am-4:30pm

Telework:
Not available

Virtual:
This is not a virtual position.

Functional Statement #: 91430-A

Financial Disclosure Report:
Not required