Advanced Medical Support Assistant

Department of Veterans Affairs

The Advanced Medical Support Assistant (Advanced MSA) functions within the office of Community Care to perform a full range of duties related to eligibility, preferences, scheduling, provider interaction, DME, and community pharmacy scripts. The primary function of the Advanced MSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model. Additional duties of the Advanced MSA will be to manage incoming PatsR inquiry from Veteran Experience.

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties to include but not limited to the following: Works collaboratively with the Community Care nurses, consult teams, and medical administration for all patient coordination of care issues. Demonstrates exceptional interpersonal communication skills and work collaboratively with medical center programs, services and multidisciplinary team members in providing accessibility to care both clinical and administrative. Utilizes a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution. Serves as the coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision-making, coordinating care needs, assist in scheduling appointments and directing problem resolution as appropriate. Handles each call independently. Duties include determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation. Prioritizes calls and making decisions based on caller needs; handing off calls to the Community Care Nurses for patients/callers that potentially have an emergent or urgent care need, resolving or referring for resolution non-urgent Community Care needs to their Supervisor or Team Lead. Acting as patient advocate, the employee attempts to resolve patient needs to the best of their ability within their designated role. A large portion of calls received will include assisting patients/callers with various needs requests. Work Schedule: Monday thru Friday 7:30 am to 4:00 pm or 8:00 am to 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00074F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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