Medical Support Assistant

Job Description:

The Medical Support Assistant (MSA) will provide administrative and clerical support to the health care team at the Eastern Colorado Health Care System (ECHCS). The role involves appointment scheduling, patient coordination, and handling medical documentation in accordance with VA policies and procedures. The MSA will ensure effective and efficient patient flow within various clinics and will be expected to support both internal and external customer service initiatives.

Location: Fully Remote

Key Responsibilities:

1. Appointment Scheduling and Coordination:

• Perform appointment scheduling, tracking, and coordination in alignment with VHA Directive 1230 and the VA’s scheduling procedures.
• Coordinate patient care with community providers for services not provided by VA.
• Collaborate with internal providers regarding VA Community Care policies and procedures.

• Act as the first point of contact for patients, families, and visitors, responding to inquiries in a courteous and timely manner.
• Handle phone calls, schedule appointments, validate patient demographics, and maintain high standards of customer service.

• Ensure proper entry and update of patient health and administrative information into CPRS and VistA systems.
• Process and manage health care consults through HealthShare Referral Manager (HSRM) and other VA systems.
• Assist with the integration of records into VA electronic systems for continuity of care.

• Communicate scheduling issues and patient concerns effectively with supervisors and healthcare teams.
• Provide updates to the MSA supervisor on system performance, patient demographics, and community care consults.
• Participate in team huddles and collaborate with team members to optimize workflow.

• Ensure patient confidentiality and adhere to HIPAA regulations for all data and patient interactions.
• Maintain proper security for all electronic and physical records, in compliance with VA and HIPAA standards.

• Perform other administrative and customer service-related tasks as required.
• Complete mandatory training, including privacy, HIPAA compliance, and VA-specific systems, as well as annual compliance and remedial training.
• All MSA staff will undergo VA-scheduled training specific to appointment scheduling.

Qualifications:

• High School Diploma or General Equivalency Diploma (GED) required.
• 6 months of customer service experience is required.
• Proficient in basic computer skills, including Microsoft Word, Excel, and Outlook.
• Ability to type at least 50 words per minute.
• Basic medical terminology knowledge and familiarity with VA software (VistA, CPRS, HSRM, etc.) preferred.
• Strong communication skills, both oral and written, with a focus on professionalism.
• Ability to work independently and resolve problems with minimal supervision.
• Attention to detail and ability to maintain accurate records.
• Ability to perform administrative tasks with no physical restrictions that interfere with job duties.
• Compliance with VA’s infection control and immunization standards (e.g., Tuberculosis, Flu, COVID-19).

Eligibility:

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Must be able to obtain and maintain the required federal public trust determination for this role.

Compensation:

Salary for this position is determined by various factors, including location, the candidate’s particular combination of knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.

The proposed salary range for this position is $22.77 - $27.77 per hour as an hourly employee, including $4.93/hr. for health and welfare.

• In accordance with Service Contract Act (SCA) requirements, employees will accrue one hour of paid sick leave for every 30 hours worked, up to 56 hours per year.
• Paid vacation is provided based on years of service:
• 2 weeks after 1 year of continuous service with the contractor or successor,
• 3 weeks after 5 years, and
• 4 weeks after 15 years.
• Length of service includes continuous employment with the present contractor or successor, regardless of location, as well as with predecessor contractors performing similar work at the same federal facility.

This is a one-year contract position