Medical Support Assistant (Red Coat Ambassador)

Medical Support Assistant

The incumbent serves as a Medical Support Assistant (MSA) in the Patient Advocate Office at the Hampton V AMC in Hampton, Virginia. The incumbent reports to the Customer Experience Manager and works with staff across the Medical Center ensuring problem resolution and patient satisfaction. The incumbent represents the facility in providing guidance to individuals to the appropriate service or office and giving and/or clarifying information to help the staff or visitor access the appropriate service. This position has the responsibility to attend to the immediate needs/questions of our patients, their families and visitors. The incumbent's role is to ascertain the needs of the customers and to help all personnel involved understand and relate to the patient as an individual. Employee plans and organizes work with frequent assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Employee strives to meet the needs of customers while supporting VA missions. Communicates and treats customers in a courteous, tactful, and respectful manner. Provides the customer consistent information according to established policies and procedures. Handles conflict and problems relating to the customer in a constructive and appropriate manner. Provides care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive, emotional, and chronological maturation of the patient. Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs and to provide care needed as described in the services policies and procedures. The incumbent must demonstrate the knowledge of the changes associated with aging and possess the ability to provide care/support based upon age related factors. Assists clients to plan for anticipated changes in life, to recognize the risk factors related to health, and to focus on strengths rather than weaknesses. Provide necessary safety measures. Assist client with self-care as required, and with maintaining as much independence as possible. Employee is responsible for protecting sensitive data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as set out in the computer access agreement which the employee signs. Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA policy. Complies with all safety/fire prevention rules/regulations and using protective equipment when required and provided. Promptly reports all accidents and notifies supervisor of unsafe/unhealthful conditions in the workplace. Attends scheduled training sessions and participates in medical center/service level safety promotions as directed by the supervisor. Knows fire drill and emergency plans for work area, including location of all emergency fire equipment.