Medical Support Assistant (Advanced)

The position serves as an Advanced Medical Support Assistant in the VA Medical Center in La Crosse, Wisconsin within Health Administration Services (HAS) department. 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, identifying basic eligibility, patient processing and customer service.

Major duties: Recommends changes to existing clinic procedures based on current administrative guidelines. Utilizes numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability, utilization, to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and make adjustments as necessary.

Communicate with non-VA medical facilities. Prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). 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 processes. Processes incoming patient secure messaging through MyHealtheVet and coordinates with care team as appropriate. Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.

Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.

Perform all other duties as assigned Work Schedule: Full time, Monday - Friday, 8:00am - 4:30pm (The specific location for this position will be discussed during the interview process.) Telework: Not available Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required