Medical Support Assistant (Advanced)

Department of Veterans Affairs • Hampton, VA

31d • Onsite

About The Position

These positions are part of the Office of Community Care at the Hampton VAMC in Hampton, Virginia. The incumbent performs work that impacts the timely administrative aspect of patient care including administrative coordination of patient care and appointments and logistical factors associated with direct patient care, inpatient & outpatient, related to the coordination of care between Hampton VA Medical Center and outside facilities. The AMSA works collaboratively in an interdisciplinary coordinated care delivery model within the Office of Community Care. Duties can include but are not limited to: Assist Veterans by explaining community programs, coordinating their care in the community through various avenues and provide customer service to be the patient's liaison between the VA Medical Center and the community provider. Receive, review and process requests for non-VA care from healthcare providers, ensuring compliance with local purchased care policy, duplication, VHA national scheduling guidelines and other identified expectations. Use judgment to interpret guidelines, adapt procedures, decide approaches and resolve specific problems. The work involves the execution of specific rules, regulations, or procedures and typically comprises a complete segment of an assignment or project of broader scope. The work product or service affects the accuracy, reliability, or acceptability of further processes or services. Perform a variety of administrative functions associated with patient care and treatment for Community Care services which includes inpatient, outpatient, and/or GEC program services. The incumbent must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations. Create and issue authorizations for approved care, assist with vendor location when needed, and resolves barrier to obtain Community Care to avoid patient care delay. Coordinate with Community Care team(s) to review consult utilization by using various reports and communication methods to effectively support the needs of the team. Ensure timely clinical response to patients that potentially have an emergent or urgent care need and to serve as liaison between patients and the Office of Community Care staff and management. Obtain medical information from patients, transcribes this information accurately in the appropriate system, and communicates effectively and timely to community partners and within the service to clinicians and nurses within the Office of Community Care. Schedule, cancel, or reschedule appointments in accordance with VHA national scheduling and VA MISSION Act guidelines. Verify and update demographics and insurance information. Retrieve and respond to data generated from Audio Care system. Answer phone calls in a courteous and timely manner, determine the nature of requests and utilize the information to meet patient needs and comply with privacy rules and OCC processes. Conduct outbound phone calls in response to Veterans' requests to reschedule cancelled appointments or continuation of services as necessary.

Responsibilities

• Assist Veterans by explaining community programs, coordinating their care in the community through various avenues and provide customer service to be the patient's liaison between the VA Medical Center and the community provider.
• Receive, review and process requests for non-VA care from healthcare providers, ensuring compliance with local purchased care policy, duplication, VHA national scheduling guidelines and other identified expectations.
• Use judgment to interpret guidelines, adapt procedures, decide approaches and resolve specific problems.
• Perform a variety of administrative functions associated with patient care and treatment for Community Care services which includes inpatient, outpatient, and/or GEC program services.
• Create and issue authorizations for approved care, assist with vendor location when needed, and resolves barrier to obtain Community Care to avoid patient care delay.
• Coordinate with Community Care team(s) to review consult utilization by using various reports and communication methods to effectively support the needs of the team.
• Ensure timely clinical response to patients that potentially have an emergent or urgent care need and to serve as liaison between patients and the Office of Community Care staff and management.
• Obtain medical information from patients, transcribes this information accurately in the appropriate system, and communicates effectively and timely to community partners and within the service to clinicians and nurses within the Office of Community Care.
• Schedule, cancel, or reschedule appointments in accordance with VHA national scheduling and VA MISSION Act guidelines. Verify and update demographics and insurance information.
• Retrieve and respond to data generated from Audio Care system.
• Answer phone calls in a courteous and timely manner, determine the nature of requests and utilize the information to meet patient needs and comply with privacy rules and OCC processes.
• Conduct outbound phone calls in response to Veterans' requests to reschedule cancelled appointments or continuation of services as necessary.

Benefits

• Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
• 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)
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administration of Human Resource Programs
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees