Duties

Work Schedule: Monday through Friday, 7:30am to 4:00pm
Telework: Available - Ad-hoc
Virtual: This is not a virtual position.
Functional Statement #: 00123F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

The Community Care Program serves eligible Veteran populations through community providers in a variety of patient care settings such as emergent, inpatient, outpatient, and extended care. The primary function of the AMSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model. The incumbent uses advanced interpersonal skills in order to effectively understand patient's needs, assess possible courses of action and take appropriate measures to ensure patient satisfaction. Incumbent works closely with CC Nurses and other clinical providers to ensure patients' health needs are met. The AMSA maintains appointment schedules for CC, communicates with CC providers to ensure they accept VA patients and payments, prepares any required pre-appointment documents, schedules the appropriate level of care and documents the schedule in the appropriate consult. Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care.

Duties of the position include, but are not limited to:

• Works collaboratively with the CC Nurses, Specialty Care teams, and Facility staff for all patient coordination of care issues.
• Demonstrate exceptional interpersonal communication skills and work collaboratively with medical center programs, services and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative.
• Schedules Veteran appointments with community providers using Computerized Patient Record System (CPRS)/ VA Information System Technology Architecture (VistA) or other software scheduling options. Uses established business rules to schedule appointment for Veterans which includes clinic visits, consultations, or ordered testing. Incumbent complies with the mandatory training requirements for the outpatient scheduling processes.
• Ensures all appointments are scheduled timely and the provider and patient's desired dates and preferences are met.
• Utilize 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. The AMSA will handle 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. Assignments at this level include, but are not limited to: prioritizing calls and making decisions based on caller needs: handing off calls to the CC Nurses for patients/callers that potentially have an emergent or urgent care need, resolving or referring for resolution non-urgent CC needs to their Supervisor or Team Lead.
• Attempts to resolve patient needs to the best of their ability within their designated role.
• Send notifications regarding complex issues or questions to appropriate team staff requesting call back to patient(s).
• Proficient with typing skills, speed, accuracy, and grammar due to the significant amount of documentation.
• Monitor electronic faxes to retrieve medical records obtained from scheduled community appointments.
• Contact the community provider/facility directly to request such documentation and alert the appropriate CC clinical staff of failed attempts to obtain needed records using electronic programs that monitor timeliness measures that impact CC Program timeline metrics.
• Responsible for following established guidelines for the upload of medical records into CPRS/ VA VistA Imaging and alert appropriate CC clinical staff to review and confirm the information is related to the scheduled community appointment.
• Prepares, composes, and reviews outgoing correspondence for the purpose of obtaining or supplying information.
• Attends scheduled training sessions and participates in facility or service level safety promotions as directed by the supervisor.
• Other duties as assigned by management.