This is the Advanced level Medical Support Assistant (MSA) position. The MSA position is a foundational role with the VHA Patient Aligned Care Team (PACT) Model transformation initiative. Patient care is delivered in a team based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider.
-He/she is responsible for the development and management of a patient registry system which will be used by all teamlet/expanded team members to provide health care.
-The incumbent is responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection.
-As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of health care services at the VA.
- A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
- A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
-The position involves performing 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 clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
-He/she must screen/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
-He/she is proficient and demonstrates the ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with the established processes, policies, and regulations.
-He/she demonstrates the ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives.
-This may include preparing reports in various formats and presenting data to various organizational levels. ,
PHYSICAL DEMANDS: The employee performs the work sitting down; however, it may consist of walking, standing, bending and repetitive keyboarding and occasionally some light lifting.
WORK CONDITIONS: The work is performed in an office setting. Incumbent must observe normal safety precautions while working.
WORK SCHEDULE: Monday - Friday 8:00 a.m. - 4:30 p.m.
Relocation Expenses: Relocation expenses are not authorized for this position.