Medical Support Assistant

We are looking for a Medical Support Assistant

Location: PFC James Dunn VA Clinic

Duties:

• Personnel are the designated MSA scheduler/receptionist responsible for the performance and coordination of appointment scheduling. Front desk duties which may vary at each location depending on the clinic's needs. Location for number of FTE is subject to change based on the needs of the Service.
• Request remote locations are within 50 miles of assigned VA location within the contract (Station 554/554 CBOCs). On side/remote can apply to all contract staff; this depends on various factors such as but not limited to: available space on site. The contractor is needed to provide on-site direct patient services, workload requirements, etc.
• Works with Lead Scheduler and scheduling/reception team to ensure all schedulers/receptionists are competent and represent the VA in a positive, proactive demeanor.
• Works with Lead Scheduler to achieve all patient communications are completed on time and appropriately.
• Coordinates and authorizes Veteran care with community providers that the VA does not supply or cannot supply timely.
• Communicates with internal medical providers on rules and regulations for VA Community Care and advises on appropriate processes.
• Personnel shall notify their contracting supervisor when automated systems are not performing as needed.
• Validates and update patient demographic information.
• Properly processes community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems and/or other systems as needed.
• Screens/receives phone calls in a courteous and timely manner.
• Responds to telephone inquiries regarding delivery of services.
• Daily computer use of Microsoft office products to include Excel, Word, Outlook & Microsoft Teams.
• Perform appointment scheduling, tracking, pre and post- appointments contacts as required.
• The contractor performs quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents.
• Travel may be required for fingerprint, PIV pick-up, IT equipment (to closest VA Facility who can provide the service). Rocky Mountain Regional and Colorado Springs are the two main locations in Colorado.
• Other duties as assigned

QUALIFICATIONS

• Personnel shall be a citizen of the United States of America.
• Have a High School education or GED equivalent (provide educational document)
• Oral and written proficiency with English
• Basic computer skills
• Type at least 50 WPM
• Have no health or physical disability restrictions that interfere with the performance of assigned duties.
• Basic medical terminology knowledge
• Minimum 6 months customer service experience

ADMINISTRATIVE REQUIREMENTS

• The qualifications of all personnel shall be subject to review by the ECHCS Chief of Health Administration Services and/or Chief of Office of Community Care.
• The government will notify the contractor if personnel proposed by the Contractor to provide services under this contract are denied privileges, or should the privileges of Contractor personnel be suspended, terminated, or revoked.

PERFORMANCE STANDARDS

• Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.
• Answers the phone within 5 rings and follows appropriate telephone etiquette. Listens attentively to questions and confirms understanding by restating to the caller. Will collect adequate information before transferring a call to nurse, provider, social work, etc.
• MSA has general knowledge of use and check in of all patients via VetLink.
• Serves Patient Relations Representative and actively listens to feedback, patient concerns and can self-resolve patient complaints / co-worker concerns in a tactful, professional manner.
• Understands the roles and responsibilities of others in the team, participates in team huddles. All employees are expected to be courteous and cooperative and to work to achieve the goals of the clinic. This includes professional, constructive, and open communication with supervisor and other employees. Performance must demonstrate the ability to adjust to change or work under pressure in a professional pleasant manner.
• MSA manages and completes assigned work, provides input on work progress and/or impediments, works collaboratively and maintains efficient workflow.
• Receives reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence.
• MSA will continuously update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.
• Proficiency and daily use of personal computer, Outlook, Teams, VISTA, CPRS, Lync, VetLink, and Consult Tracking Management (CTM). Retrieve and respond to voicemail within 48 business hours.
• Proficiency in operationally opening and closing clinics daily, updating no-shows within 24 hours of appointment. Monitoring incoming and outgoing faxes and mail, in accordance with HIPPA standards.
• MSA provides support to patient aligned care team.
• MSA has general oversight of the VA Point of Service VetLink. He/she reports malfunctions to Lead MSA/ supervisor, who is monitored based on patient check-in flow and feedback, within operational day.
• Knowledge in use of VA software such as CPRS, VISTA, CTM, VetLink, HSRM, PPMS, and other Computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite.
• Advanced MSA is responsible for workflow, completion, and hand-offs for assigned work, for example, the monitoring of two calls and a letter for recall reminders, which may apply to the following reports/metrics NEAR Report, 90 Day Warning Report, Primary Care Management Module, dual enrollment, and any other access related reports.
• MSA routinely reviews and uses data from reports used to collaborate with team members for patient appointments and communicates scheduling issues to their supervisor.
• Responsible for following scheduling practices, ensuring Veterans are scheduled within the VA guidelines.
• Demonstrates participation and knowledge in the facility's Compliance and Business Integrity Program to prevent violations of the law as well as maintaining high ethical standards.
• Always maintains computer and IT security. Accepts full responsibility for all transactions under his / her badge, access and verify codes, and protection or equipment, hardware, or software. Uses access security codes only in the performance of official duties.
• Accepts full responsibility for protecting electronic and printed files containing sensitive information.
• Protects information from unauthorized release, loss, alteration, or deletion, following applicable regulations and instructions in the computer access agreement.
• Contractor MSA staff shall complete all mandatory required training per VAMC policy.
• Contractor shall maintain zero (0) breaches of privacy or confidentiality.
• MSA staff shall complete all performance standards within VA guidelines.

Regular business hours: Monday – Friday 7:00am – 6:00pm, excluding federal holidays; contractor personnel will work an 8-hour shift within the defined business hours

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Types: Full-time, Contract

Pay: $19.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Language:

• English (Required)

Work Location: In person

Salary : $19