As a Medical Support Assistant in the Telephone Advice Call Center. The incumbent is the initial contact person in the program. This position is a complex role requiring global understanding of VA policies, independent decision making, and multidisciplinary collaboration. The incumbent is responsible for providing timely and appropriate assistance/information to veterans who seek assistance with health and administrative issues through phone contact. The incumbent will interface with personal computer (PC) application as as well as numerous VistA applications. Some of the duties include (but not limited to):
- Accepting telephone calls to the Medical Center regarding outpatient inquires, and pertinent health care concerns of veterans and other external stakeholders.
- Ensure accurate and timely scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Utilizes administrative systems knowledge in assessing patient/caller needs; practices independent decision-making, coordinates care needs and direct problem resolution as appropriate.
- Determines the nature of the call and resolves the caller’s needs through risk call resolution independently when possible. If additional assistance is needed to resolve the problem, the call is referred to the appropriate clinical staff and/or information is coordinated via documentation in the computerized medical record systems(CPRS).
- Prioritize and makes decisions based on the caller’s needs, ensures timely clinical response, and patients/ callers that potentially have an emergency or urgent care need making appropriate clinical referrals.
- Coordinates outpatient scheduling of appointments for designated services offer at the medical center.
- Expedite patient appointments; request for new appointments, cancellations, and rescheduling of appointments are completed as necessary, and coordination of appointments is offered whenever possible.
- Utilize computer technology to document all calls on the telephone advice computerized documentation daily, and assure follow-up is provided on all calls; ensure that continuity of care is provided through accurate patient information, communication and documentation. Monitor the log daily and tracks calls for contact completion.
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