Department of Veterans Affairs
The purpose of this position is to serve as Advanced Medical Support Assistant assigned to Mental Health Service at the San Diego VA Healthcare System, San Diego, CA. The incumbent will be communicating with people from various backgrounds and must be able to use professional courtesy and tactfulness when processing the telephone calls and requests for scheduling.
- VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent accesses the patient's computerized medical record system (CPRS) to review and retrieve medical information including but not limited to laboratory reports, allergy information, past medical history, and other pertinent medical information needed to schedule patient's imaging appointment. Incumbent will also communicate directly with the patient to obtain required information to determine if patient meets the criteria to receive the requested imaging procedure. Based upon the protocol, the incumbent determines the patient's pre-appointment requirements and restrictions. Prior to the patient's scheduled appointment, the incumbent communicates directly with the patient to inform of the appropriate restrictions and instructions required of the procedure, including but not limited to the patient's requirement to obtain current labs, need to fast, need to take pre-medication to advert an allergic reaction to contrast. The incumbent performs receptionist duties to include check-in of patients and registration of imaging procedure. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. Incumbent is required to create and coordinate the daily appointment schedules for one or more imaging outpatient clinics. The incumbent explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. The incumbent must be able to answer multi-line phone system to schedule patients, and must possess the ability to multi-task, and concurrently schedule patients over the phone and face-to-face, as well as coordinate all relative paperwork, electronic documents, etc. Schedules appointments accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. The incumbent must be conscientious regarding patient confidentiality. The incumbent must possess working knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital. This position provides medical administrative support and is an integral member of the Mental Health team to effectively carry out day-to-day administrative operations of the clinic. The incumbent orients staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. The incumbent must provide excellent customer service to include both internal and external customers and must adhere to VA local, National and Service policies and procedures. Additional duties, tasks, and responsibilities may be assigned to meet the needs of the Service. Work Schedule: Monday - Friday, 7:30am - 4:00pm (No weekends or holidays.) Telework: Not available. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized.
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