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Advanced Medical Support Assistant
The incumbent serves as an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line at the Clinic Shakopee MN VA- Minneapolis VA Health Care System. 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. Responsibilities include: playing 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; performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintaining appointment schedules for one or more outpatient clinics; assisting 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; participating in the daily team let huddles and weekly team meetings where patient care planning and management occur; coordinating administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care; distributing and balancing the workload among employees to assure timely accomplishment of the assigned workload; assuming the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas; generating patient workload reports for validation and monitoring activity in clinical areas to assure consistent and accurate reporting; conducting patient/employee surveys, interviews, observing workflow; guiding patients through hospital system, inputting referrals, documenting complaints, and providing follow-up and suggestions to supervisor; interpreting and communicating requirements of VHA Scheduling Directives and completing accurate scheduling responsibilities; scheduling appointments and utilizing the EWL accurately in a timely manner; intervening to resolve difficult problems and diffusing potential dissatisfaction with VA services in order to prevent congressional and adverse publicity; maintaining the ability to perform the varied and complex duties of each of the Program Support Assistants (Care Facilitators) and the Medical Support Assistants in the Clinical Support Section located in various clinical areas throughout the medical center, some of campus or on irregular tours. Work Schedule: Monday-Friday- To be determined upon hire. Requirements include: being a U.S. Citizen; being proficient in written and spoken English; being required to serve a trial period; subject to background/security investigation; required to complete an online onboarding process; acceptable form(s) of identification will be required to complete pre-employment requirements; must pass a pre-employment physical examination; participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP); and qualifications based on the Knowledge, Skills, and Abilities (KSAs) listed below. Basic Requirements include: United States Citizenship; experience or education; certification; and English Language Proficiency. Grade Determinations include: experience, demonstrated knowledge, skills, and abilities; collaboration and communication with medical clinicians; independently setting priorities and organizing work; communicating tactfully and effectively; advanced knowledge of the technical health care process; advanced knowledge of policies and procedures; and advanced knowledge of medical terminology.
The incumbent serves as an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line at the Clinic Shakopee MN VA- Minneapolis VA Health Care System. 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. Responsibilities include: playing 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; performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintaining appointment schedules for one or more outpatient clinics; assisting 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; participating in the daily team let huddles and weekly team meetings where patient care planning and management occur; coordinating administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care; distributing and balancing the workload among employees to assure timely accomplishment of the assigned workload; assuming the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas; generating patient workload reports for validation and monitoring activity in clinical areas to assure consistent and accurate reporting; conducting patient/employee surveys, interviews, observing workflow; guiding patients through hospital system, inputting referrals, documenting complaints, and providing follow-up and suggestions to supervisor; interpreting and communicating requirements of VHA Scheduling Directives and completing accurate scheduling responsibilities; scheduling appointments and utilizing the EWL accurately in a timely manner; intervening to resolve difficult problems and diffusing potential dissatisfaction with VA services in order to prevent congressional and adverse publicity; maintaining the ability to perform the varied and complex duties of each of the Program Support Assistants (Care Facilitators) and the Medical Support Assistants in the Clinical Support Section located in various clinical areas throughout the medical center, some of campus or on irregular tours. Work Schedule: Monday-Friday- To be determined upon hire. Requirements include: being a U.S. Citizen; being proficient in written and spoken English; being required to serve a trial period; subject to background/security investigation; required to complete an online onboarding process; acceptable form(s) of identification will be required to complete pre-employment requirements; must pass a pre-employment physical examination; participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP); and qualifications based on the Knowledge, Skills, and Abilities (KSAs) listed below. Basic Requirements include: United States Citizenship; experience or education; certification; and English Language Proficiency. Grade Determinations include: experience, demonstrated knowledge, skills, and abilities; collaboration and communication with medical clinicians; independently setting priorities and organizing work; communicating tactfully and effectively; advanced knowledge of the technical health care process; advanced knowledge of policies and procedures; and advanced knowledge of medical terminology.