Medical Support Assistant

Overview

This position will support the US Department of Veterans Affairs Critical Staffing Program. The person in this position will represent International SOS Government Medical Services, Inc. and provide services outlined below:
International SOS Government Medical Services, Inc. is looking for an individual to provide administrative and clerical support to ensure efficient operations of healthcare services, including patient scheduling, records management, and communication with medical staff. They play a crucial role in facilitating smooth patient care and enhancing the overall effectiveness of the medical facility.

• Responsible for the performance and coordination of appointment scheduling in accordance with the VHA Directive 1230, Outpatient Scheduling and Process and Procedures, and VHA Directive 1232, Consult Management.
• Represent the VA in a positive, proactive demeanor.
• Work with Lead Scheduler to ensure all patient communications are completed on time and appropriately.
• Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply timely.
• Communicate with internal medical providers on rules and regulations for VA Community Care and advise on appropriate processes.
• Notify their contracting supervisor when automated systems are not performing as needed.
• Validate and update patient demographic information.
• Ensure that all necessary health and administrative information are processed to be integrated into Computerized Patient Record System (CPRS) and the Veterans Health Information Systems and Technology Architecture (VistA).
• Properly process community care consults via Health Share Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems and other systems as needed.
• Screen phone calls in a courteous and timely manner.
• Respond to telephone inquiries regarding delivery of services.
• Utilize Microsoft Office products to include Excel, Word, Outlook & Microsoft Teams.
• Perform appointment scheduling, tracking, pre- and post- appointments contacts as required.
• Provide quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents.
• Consistently respond to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.
• Answer the phone within 5 rings and follow appropriate telephone etiquette. Listen attentively to questions and confirm understanding by restating to the caller. Collect adequate information before transferring a call to nurse, provider, or social worker.
• Have general knowledge of use and check in of all patients via Vet Link.
• Actively listen to feedback, patient concerns and self-resolve patient complaints or co-worker concerns in a tactful, professional manner.
• Understand the role and responsibilities of others in the team, participate in team huddles.
• Utilize professional, constructive, and open communication with supervisor and other employees.
• Demonstrate the ability to adjust to change and work under pressure in a professional pleasant manner.
• Manage and complete assigned work, provide input on work progress and impediments, work collaboratively and maintains efficient workflow.
• Receive review, prepare, and ensure correct punctuation, spelling, grammar, format, styles and oversee the incoming and outgoing correspondence.
• Update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.
• Have proficiency use of personal computer, Outlook, Teams, VISTA, CPRS, Lync, Vet Link, and Consult Tracking Management (CTM).
• Retrieve and respond to voicemail within 48 business hours.
• Open and close clinics daily.
• Update no-shows within 24 hours of appointment.
• Monitor incoming and outgoing faxes and mail, in accordance with HIPAA standards.
• Provide support to patient aligned care team.
• Have general oversight of the VA Point of Service Vet Link. Report malfunctions to Lead MSA or supervisor.
• Have knowledge of VA software such as CPRS, VISTA, CTM, Vet Link, HSRM, PPMS, and other computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite.
• Responsible for…