Medical Support Assistant - Superior, United States - Department Of Veterans Affairs

Description

Summary

Serves as an Advanced Medical Support Assistant in the Mental Health Service Line at the Twin Ports Community Based Outpatient Clinic. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.

Duties

This incumbent serves as an Advanced Medical Support Assistant in the Mental Health service line at the Superior, Wisconsin Community Based Outpatient Clinic.

Major duties:

• Incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues.
• His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled.
• 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.
• Daily review of active/pending consults, EWL, Recall list and Audio-care communications for accuracy and disposition.
• Participates in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.
• A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
• Able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
• Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care.
• Request records for continuity of care and when received, the incumbent will follow the Request of Information (ROI) process and ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning the records into the patient's chart and/or sending them to the Scanning Department.
• Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
• Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms.
• Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.