Advanced Medical Support Assistant -Telephone Care Clerk

Department of Veterans Affairs•Lexington, KY

64d•Onsite

About The Position

The incumbent serves as a Medical Support Assistant in the Daytime Clinical Call Center (DCCC). S/he works at a two-divisional teaching hospital affiliated with the University of Kentucky (UK) Medical Center at the U.S. Department of Veterans Affairs (VA) Medical Center, Lexington, Ky. Incumbent will normally work at one of the locations for the two divisions (Bowling or Sousley) but may be required to work at the other location as necessary. The incumbent serves as a Medical Support Assistant (Advanced) in the Daytime Clinical Call Center (DCCC). In this capacity the incumbent will provide telephone access to the Veteran population. This is a complex role requiring a global understanding of Lexington VAHCS policies and procedures. This program is a clinical and administrative network designed to provide fast, responsive assistance for veterans seeking information and care at this medical center. The immediate goal is to provide the needed information to Veterans with a first call resolution. Calls of an administrative nature will be resolved with as few call hand-offs/transfers as necessary. Calls of a clinical nature will be categorized as per guidelines and routed to the Registered Nurse Staff. The overall goal is to provide timely and appropriate telephone referral and or problem resolution.

Responsibilities

Works collaboratively with an interdisciplinary coordinated care delivery model (i.e., PACT, oncology, HIV, SCI, Military Sexual Trauma)
Develop/maintain effective and efficient communication ,with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., communicate with non-VA medical facilities)
Ensures timely administrative and clinical responses to patients with emergent or urgent care needs.
Sets priorities and deadlines, and adjusts workflow to meet team and patient needs
Acts as primary liaison between the medical facility, patients and their families for consulting, advising and assistance with program access and questions.
Handles timely and accurate receipt of patient telephone contacts regarding appointments, healthcare issues, and problem resolution
Routes patient calls to appropriate staff, determining urgency and appropriate response
Gathers and processes background information, including clinical and administrative data, using Vista/CPRS software
Monitors Telephone Care Program system activity and notifies supervisor of any issues with response times
Interprets VAMC mission, policies, procedures, and resources to patients and presents their problems, opinions, and needs to the appropriate staff.
Other duties as assigned

Benefits

Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

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