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Now viewing: Medical Support Assistant
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FalconTek
Medical Support Assistant
Job Description
Essential Duties and Responsibilities Schedule, cancel, reschedule, and coordinate patient appointments in accordance with VA scheduling policies and VHA Directive 1230. Review, track, and respond to electronic orders, consults, recalls, referrals, and other elements of the electronic medical record. Perform patient check-in and check-out functions and continuously validate demographic, insurance, next-of-kin, and emergency contact information. Coordinate and authorize Veteran care with community providers when services are not available or cannot be provided timely by the VA. Process community care consults using HealthShare Referral Manager, Provider Profile Management System, and other assigned VA systems. Ensure received records and required administrative information are properly processed for integration into CPRS and VistA. Answer incoming telephone calls within established standards, respond to inquiries, retrieve voicemail, and route calls appropriately. Complete pre-appointment and post-appointment contacts, reminder calls, no-show follow-up, and related correspondence. Provide courteous and professional customer service to Veterans, family members, VA staff, providers, residents, fellows, and contractors. Monitor incoming and outgoing faxes, mail, clinic schedules, and assigned workload while protecting sensitive information. Participate in team huddles, communicate work progress or impediments, and collaborate with Lead MSAs and clinical teams. Perform other related duties as assigned. Required Qualifications United States citizenship. High school diploma or GED equivalent. Proficiency in spoken and written English. Basic computer skills and ability to use Microsoft Word, Excel, Outlook, and Teams. Ability to type at least 50 words per minute. Basic knowledge of medical terminology. Minimum of six months of customer service experience. Ability to perform assigned duties without health or physical restrictions that interfere with job performance. Ability to successfully complete VA background investigation, fingerprinting, credentialing, and PIV requirements. Preferred Qualifications Previous experience in a VA, hospital, clinic, medical office, call center, or community care environment. Experience with CPRS, VistA, ISS, HSRM, PPMS, CTM, Insurance Capture Buffer, or other electronic health record and scheduling systems. Experience handling protected health information and working in a HIPAA-regulated environment. Training and Security Requirements Complete all required VA privacy, information security, HIPAA, scheduling, compliance, and system training. Successfully obtain and maintain a favorable Low Risk/NACI background investigation and VA PIV credential. Protect electronic and printed files containing sensitive information and maintain zero privacy or confidentiality breaches. Complete required infection-control documentation and provide proof of required screenings and immunizations for onsite assignments. Performance Expectations Provide professional, cooperative, and helpful service to internal and external customers. Answer telephone calls within five rings and use appropriate telephone etiquette. Meet VA workload, timeliness, appointment scheduling, and quality standards. Accurately update patient information and complete assigned work within established VA guidelines. Maintain full responsibility for all activity performed under assigned system access, badge, and verification codes. Work Environment and Schedule Regular business hours are generally Monday through Friday, 8:00 a.m. to 4:30 p.m. Mountain Time, excluding federal holidays.