Advanced Medical Support Assistant

The Advanced Medical Support Assistant (AMSA) in the Community Care Service (CC) which is a service aligned with the Chief of Staff (COS) within the VA San Diego Healthcare System. The position involves performing clerical duties, customer service and other administrative duties for the proper and timely treatment of patients while also ensuring that appointment schedules are maintained. The incumbent has a foundational role within the VHA Non-VA Purchased Care Model transformation initiative.

The Advance Medical Support Assistant (AMSA) is a high level AMSA position. Patient care is delivered in a team based model. Members of a team include Lead Medical Support Assistants, Program Support Assistants (PSA), Registered Nurses (RN) and AMSAs.

Important interfaces and collaborations also occur with larger health care system providers, which include VA and community-based specialists, hospitals, diagnostic and treating facilities, and community-based programs. As a front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.

A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and family members both in person and on the phone. Major duties include, but are not limited to: When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and VistA Imaging software. Scans and indexes materials accordingly into CPRS VistA Imagining, on a timely basis and within established guidelines; and makes the proper disposition of documents. After the scanning and indexing process is completed, the incumbent will review the quality of scanned documents to ensure integrity of scanned images. The incumbent must assist with access contingency plans by adjusting appointment times, location or dates as well as shift patients to other healthcare locations when necessary.

The incumbent is responsible for generating pre-authorizations for medical care outside of the VA network of providers. The incumbent also coordinates the care with multiple VA clinics, community-based providers, and Veterans alike. The employee schedules medical appointments with community -based providers and documents them in the appropriate VA systems. The employee monitors all incoming community care consults and tracks their progress through to the collection of medical records resulting in consult closure. The incumbent is responsible for generating pre-authorizations for medical care outside of the VA network of providers.

The incumbent also coordinates the care with multiple VA clinics, community-based providers, and Veterans alike. The employee schedules medical appointments with community -based providers and documents them in the appropriate VA systems. The employee monitors all incoming community care consults and tracks their progress through to the collection of medical records resulting in consult closure. The incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic process. The employee supports patient safety standards through correct identification.

The incumbent is responsible to urgent or emergent written or faxed requests for medical information from hospitals and/or providers. Contact professional staff to obtain information necessary to respond to requests when not readily available to the record. Obtain medical records from community-based providers as requested by providers and/or patients.

Responsible for ensuing VA and community-based records are uploaded to the appropriate community care consult for review by a VA provider. The incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. High level of coordination to avoid patients having to make multiple trips to clinics whenever possible; b.

Notifies her/his supervisor when appointment is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. The incumbent answers questions or concerns related to expediting patient care and works with clinical staff to ensure prompt notification or problem areas. Complexity comes in recognizing and identifying essential priorities as they change on a moment-to-moment basis.

Sound judgment is needed when organizing patient's medical test/appointments. Employee must carry out procedures with consideration of factors such as physical condition of the patient, priority for medical care bases on eligibility, and appointment availability. Work Schedule: Monday - Friday, 7:30am - 4:00pm 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