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Advanced Medical Support Assistant

Company: Veterans Affairs, Veterans Health Administration
Location: East Orange
Posted on: June 5, 2021

Job Description:

This position is open to current VISN 2 employees of the VHA. These vacancies that will be filled virtually at any of the VISN 2 locations/facilities. Location will be determined based on selected individual. [ "The incumbent serves as an Advanced Medical Support Assistant (AMSA) for the VISN 2 Clinical Contact Center (CCC) as part of an interprofessional healthcare team. AMSA provides support across 9 Facilities: Northport, New York Harbor, New Jersey, Bronx, Hudson Valley, Albany, Syracuse, Buffalo, and Finger Lakes, ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The AMSA is responsible for routing clinical questions to appropriate clinical staff. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. 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, patient processing and customer service. The AMSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The AMSA collaborates to best coordinate the care needs of the Veteran. The 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. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. May be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives. Advanced MSA may be required to cover leave. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. The AMSA is responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model. AMSAs at this level develop and/or maintain effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities. A full list of duties can be found in the Functional Statement of this position. Work Schedule: This is a 24/7 Call Center with multiple shifts that staff will be expected to work. Shifts will include weekends and holidays. Financial Disclosure Report: Not required" ]

Keywords: Veterans Affairs, Veterans Health Administration, East Orange , Advanced Medical Support Assistant, Other , East Orange, New Jersey

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