Medical Support Assistant - Telehealth

Job Summary:

Aptive Resources is a dynamic and innovative company dedicated to providing exceptional support services to government agencies and organizations. We are committed to making a positive impact on the lives of veterans by delivering top-notch healthcare support through our dedicated team of professionals.

We are seeking a detail-oriented and compassionate Medical Support Assistant - Telehealth to join our team supporting the Teleoncology Division at the Veterans Health Services. In this role, you will be responsible for providing essential support services to ensure the seamless operation of clinics and units, as well as delivering high-quality customer service to veterans. Key responsibilities include maintaining appointment schedules, managing office tasks, assisting with clinic access contingency plans, and supporting the care and treatment of veterans by scheduling appointments and managing electronic medical records.

National TeleOncology Business Hours: MON-FRI 0800-1630 ET Closed on weekends and closed on all Federal Holidays (listed below).

Clinic Schedule: MON-FRI variable by site and time zone. Closed on weekends and closed on all Federal Holidays (listed below).

• Scheduling timeliness: scheduling action shall be attempted within three (3) business days of receipt of order from the provider. RTC orders on hub side for designated spoke sites will show scheduling attempts within 3 business days of receipt.
• Scheduling Productivity: scheduling actions shall consist of 20 actions per day. Clinics may vary. Administrative note documentation: Consult, administrative, no-show, unable to reach note correctness and appropriateness. Appointments will be resolved in 2 business days if a no show or cancellation.
• Customer Service: consistently demonstrate Integrity, Commitment, Advocacy, Respect, and Excellence (ICARE) values. The Contractor’s staff shall have no more than two (2) written, valid, substantiated complaints from internal or external customers per quarter.
• Privacy and confidentiality: maintain privacy and confidentiality for patients, families, medical records, and electronic information by following policy and procedures and all regulations on confidentiality of information.
• Safeguards medical records by keeping under lock and also having computer screen inaccessible so all Privacy Act material will be secured. Utilize appropriate guidelines and channels of communication when releasing confidential information.
• Maintain National TeleOncology Clinic profile management: complete grid access requests in a timely manner for both opening and closing availability. Complete facility mandatory training to ensure compliance with Clinic profile management roles and responsibilities. Complete approved provider grid changes with both HUB and Spoke sites in an accurate and timely manner. The Contractor’s staff shall have no more than four (4) valid substantiated clinic profile errors per quarter.
• Remote Telehealth Support: provide self-directed support to the clinical staff, patients and families in the clinical area and as needed throughout the continuum of care. Manage requests for information, determine appropriate action, and meet performance expectations. Respond to all inquiries and messages in a timely manner. When assigned, complete scheduling of patient appointments according to current VHA Directive 1230 Outpatient Scheduling Management, for scheduling processes and procedures. Take appropriate action to update schedule with regard to cancellations, no-shows, and re-scheduling of patients. Review telehealth workload for timely and accurate capture and inform appropriate staff of actions required. Upon request, will provide administrative and technical support for the department/section.
• Follow all established medication policies and procedures. No sample medications shall be provided to patients.
• Provide discharge education and follow up instructions that are coordinated with the next care setting for all Hematology/Oncology clinical patients.
• Participate in continuous quality improvement activities and meetings with committee participation as required by the facility Chief of Service, Chief of Staff, or designee.
• Attend staff meetings as required by the facility Chief of Service, Chief of Staff, or designee
• Provide exceptional customer service to veterans and their families.
• Maintain appointment schedules for one or more clinics or units within the Teleoncology division.
• Operate office machines and perform administrative tasks as needed.
• Store, distribute, and account for materials necessary for clinic operations.
• Deliver messages and communicate effectively with healthcare providers and staff.
• Remain knowledgeable about business standards and operating procedures within each respective clinic or ward.
• Assist with clinic access contingency plans by adjusting appointment times, locations, and dates as required.
• Coordinate with healthcare providers to shift patients to other providers when staffing or coverage conflicts arise.
• Schedule patient appointments and track, review, and respond to electronic orders, consults, and other elements in the electronic medical record system.

• Minimum of a two-year degree or certification from an accredited institution related to the technical fields described.
• Two to three years of relevant experience in a healthcare or administrative setting preferred.
• High School diploma or General Equivalency Diploma (GED) required.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize tasks effectively.
• Proficiency in computer skills and experience with electronic medical records systems preferred.
• Commitment to providing excellent customer service to veterans and their families.

• Previous experience working in a Oncology outpatient or inpatient setting would be preferred. 

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We’re advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.