Medical Support Assistant (Advanced) - Community Care Call Center

Department of Veterans Affairs•Shreveport, LA

33d•Onsite

About The Position

Advanced Medical Support Assistant (AMSA) position serves as an integrated part of the Patient - Aligned Care Team (PACT) within Community Care. Works collaboratively with other members of PACT team (Registered Nurse, Licensed Practical Nurse/Licensed Vocational Nurse), specialty care providers, social workers, including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs to provide a robust interdisciplinary approach to care. The primary duties of the Medical Support Assistant may include but are not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, Compensation & Pension (C&P), Community Care) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. Clerical duties: maintains appointment schedules for Community Care, communicates with ,Community Care providers to ensure they accept VA patients and payments, prepares any required pre-appointment documents, schedules the appropriate level of care and documents the schedule in the appropriate consult. Comfortable in handling and responding to inbound customer calls in a professional manner. Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care. Coordinates internal and external care between customers and providers. Processes consults following Community Care Network procedures and guidelines and enters appropriate authorizations, if required, utilizing the correct Fund Control Point (FCP)/Obligation number and correct cost estimations. Schedules Veteran appointments with community providers using Health Share Referral Management (HSRM) or other software scheduling options. Complies with the mandatory training requirements for the outpatient scheduling processes. Ensures all appointments are scheduled timely and the provider and patient's desired dates are met. Participates in team huddles and team meetings to manage and plan patient care, setting priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs. Provides input and problem solving on operational issues or procedures, performing follow-up to administrative needs of the Veteran. Possess good organizational skills and work effectively with staff and patients from different backgrounds. Knowledge of appropriate laws, policies, guidelines and regulations to determine a Veteran's entitlement to medical treatment. Ability to communicate in detail why Veteran is ineligible for medical care benefits, and suggests alternative sources of healthcare, i.e. social worker, Veteran benefits counselor, outside sources, etc. Interact with the patient to validate and update patient demographic information, over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Collects, scans, and updates health insurance information, serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV).

Requirements

Possess good organizational skills and work effectively with staff and patients from different backgrounds.
Knowledge of appropriate laws, policies, guidelines and regulations to determine a Veteran's entitlement to medical treatment.
Ability to communicate in detail why Veteran is ineligible for medical care benefits, and suggests alternative sources of healthcare, i.e. social worker, Veteran benefits counselor, outside sources, etc.
Demonstrates 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.

Responsibilities

Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, Compensation & Pension (C&P), Community Care) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients.
Maintains appointment schedules for Community Care
Communicates with Community Care providers to ensure they accept VA patients and payments
Prepares any required pre-appointment documents
Schedules the appropriate level of care and documents the schedule in the appropriate consult.
Comfortable in handling and responding to inbound customer calls in a professional manner.
Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care.
Coordinates internal and external care between customers and providers.
Processes consults following Community Care Network procedures and guidelines and enters appropriate authorizations, if required, utilizing the correct Fund Control Point (FCP)/Obligation number and correct cost estimations.
Schedules Veteran appointments with community providers using Health Share Referral Management (HSRM) or other software scheduling options.
Complies with the mandatory training requirements for the outpatient scheduling processes.
Ensures all appointments are scheduled timely and the provider and patient's desired dates are met.
Participates in team huddles and team meetings to manage and plan patient care, setting priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs.
Provides input and problem solving on operational issues or procedures, performing follow-up to administrative needs of the Veteran.
Possess good organizational skills and work effectively with staff and patients from different backgrounds.
Knowledge of appropriate laws, policies, guidelines and regulations to determine a Veteran's entitlement to medical treatment.
Ability to communicate in detail why Veteran is ineligible for medical care benefits, and suggests alternative sources of healthcare, i.e. social worker, Veteran benefits counselor, outside sources, etc.
Interact with the patient to validate and update patient demographic information, over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
Collects, scans, and updates health insurance information, serving a major role in the revenue process.
Contributes to the revenue collection process by identifying patients with third-party insurance.
Promotes Veteran registration for and utilization of My HealtheVet (MHV).
Coordinates with the private sector to authorize and schedule care to include clinical documentation management, correspondence to the Veteran on non-VA providers, tracking of pre and post-appointment follow-ups.
Demonstrates 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.

Benefits

Competitive salary and regular salary increases.
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.
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.
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.
Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

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