Medical Support Assistant

Place of Performance:

• Locations within Eastern Colorado Health Care System (ECHCS).

Hours of Performance/Scheduling:

• Monday-Friday, 7AM-6PM, NO Holidays
• 8 hour shift

Core Duties:

• Responsible for the performance and coordination of appointment scheduling in accordance with the VHA Directive 1230, Outpatient Scheduling and Process and Procedures. Front desk duties which may vary at each location depending on the clinic’s needs.
• 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.
• Notifies his/her supervisor when automated systems are not performing as needed.
• Validates and update patient demographic information.
• When records are received, will ensure that all necessary health/administrative information are processed to be integrated into Computerized Patient Record System (CPRS) and the Veterans Health Information Systems and Technology Architecture (VistA).
• 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.
• Other duties as assigned.

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Job Requirements

Minimum Requirements:

• Must be a resident of the United States of America.
• High school diploma or GED equivalent.
• Minimum 6 months of customer service experience.
• Oral and written proficiency in English.
• Basic computer skills.
• Type at least 50 words per minute.
• Basic medical terminology knowledge.