Advanced Medical Support Assistant

Department of Veterans Affairs•Tuskegee, AL

26d

About The Position

The employee serves as an Advanced Medical Support Assistant within the VA Care in the Community program. In this role, the employee ensures that Veterans are scheduled for community-based care in accordance with national guidelines. Responsibilities include making and receiving calls with Veterans, vendors, and other VA staff members. Additionally, the employee undertakes a variety of administrative and technical tasks to support the VA Community Care program. The incumbent serves as an Advanced Medical Support Assistant (AMSA) on the Automatic Call Distribution (ACD) Line within Community Care, providing expert level, efficient and accurate responsive assistance to Veterans seeking care at CAVHCS to include but not limited to Community Based Outpatient Clinics, which provides primary care, long-term health care and mental health care services to eligible Veterans in VISN 7. The Advanced MSA provides excellent customer service based on the principles of relationship-based care for Veteran callers contacting the Automatic Call Distribution (ACD) line. The role requires global understanding of VA policies, independent decision making, and multi-disciplinary collaboration. The AMSA provides the Veteran with compassionate, professional, and knowledgeable "First Call" resolution to their inquiries eliminating or limiting multiple telephone transfers or multi staff attempts. The AMSA handles each administrative and/or clinical call independently guidance from the AMSA Supervisor. The AMSA must be flexible to the changing demands and future development of the Community Care program. The AMSA utilizes advanced interpersonal skills to effectively understand patient's needs, assess possible courses of action, and take appropriate measures to ensure patient satisfaction. Consult Management is a major part of the Care in the Community program operations. The major functions of consult management are: 1. Meet and exceed productivity standards as outlined in the yearly performance standard(s). 2. Open to receiving audits. 3. Ability to utilize multiple systems to review consults, create packets for consults and create authorizations. Please note these software systems will update/change depending on the VISN requirements/guidelines for Community Care. 4. Ability to be flexible and multitask. 5. Ability to process consults from end to end (i.e., preferences, review for approval from appropriate approving officials, create documentation packets (REFDOC), apply screening triage tool, apply standard episode of care (SEOC), send consult to authorization system, fax to vendor, contact vendor/Veteran about appointment information, input appointment into computerized system, mail appointment letters and authorizations) 6. Provide seamless Customer Service via different mediums-phone, face to face, a plethora of computer-based software- to ensure the appropriate service recovery and customer satisfaction. 7. Additional Duties as Assigned

Requirements

Global understanding of VA policies
Independent decision making
Multi-disciplinary collaboration
Ability to be flexible and multitask.

Responsibilities

Ensure that Veterans are scheduled for community-based care in accordance with national guidelines.
Make and receive calls with Veterans, vendors, and other VA staff members.
Undertake a variety of administrative and technical tasks to support the VA Community Care program.
Provide expert level, efficient and accurate responsive assistance to Veterans seeking care at CAVHCS to include but not limited to Community Based Outpatient Clinics, which provides primary care, long-term health care and mental health care services to eligible Veterans in VISN 7.
Provide excellent customer service based on the principles of relationship-based care for Veteran callers contacting the Automatic Call Distribution (ACD) line.
Provide the Veteran with compassionate, professional, and knowledgeable "First Call" resolution to their inquiries eliminating or limiting multiple telephone transfers or multi staff attempts.
Handle each administrative and/or clinical call independently guidance from the AMSA Supervisor.
Meet and exceed productivity standards as outlined in the yearly performance standard(s).
Open to receiving audits.
Utilize multiple systems to review consults, create packets for consults and create authorizations.
Process consults from end to end (i.e., preferences, review for approval from appropriate approving officials, create documentation packets (REFDOC), apply screening triage tool, apply standard episode of care (SEOC), send consult to authorization system, fax to vendor, contact vendor/Veteran about appointment information, input appointment into computerized system, mail appointment letters and authorizations)
Provide seamless Customer Service via different mediums-phone, face to face, a plethora of computer-based software- to ensure the appropriate service recovery and customer satisfaction.
Additional Duties as Assigned