Overview:
CVP seeks a Lead Medical Support Assistant to join our team in support of Community Care scheduling operations for the Veterans Health Administration (VHA) VISN 20, serving Veterans across Alaska, Washington, Oregon, and Idaho. This full-time role is primarily remote but may call for on-site training and support as needed. The working hours are Monday – Friday, 8:00 AM – 4:30 PM (8-hour shifts) local time of the medical center to which you are assigned, excluding federal holidays.
As an Lead Medical Support Assistant, you will manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. You will also demonstrate expertise in the coordination of care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care.
Responsibilities:
- Perform the full range of receptionist and administrative duties, including customer service, maintaining appointment schedules for one or more clinics or units, operating office machines, storing and distributing materials, delivering messages, and adhering to business standards and operating procedures within each respective clinic or ward.
- Process Community Care consults from intake through closure, including outreach to Veterans and community providers, scheduling appointments, and escalating issues per VHA Directives and Standard Operating Procedures.
- Complete accurate scheduling using the Electronic Waiting List and VA scheduling systems, ensuring all appointments are made with the patient's input either in person or by phone, and attempting to avoid patients having to make multiple trips to the medical center whenever possible.
- Complete scheduling actions within the Timeliness Standard: scheduling shall be completed within 7 calendar days from the File Entry Date of the consult or after consult/task assignment.
- Conduct a daily review of active and pending consults, Electronic Wait List, Recall list, and Audio Care communications for accuracy and disposition.
- Notify the VA Shift Supervisor when clinic access is less than desirable or when an individual patient cannot be scheduled within mandated clinic timeframes.
- Assist with clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other healthcare providers as conflicts with staffing and coverage occur.
- Ensure patient safety standards are met by using the correct Veterans Affairs identification of all patients, using two forms of identification including name and full Social Security Number.
- Use each interaction with the patient to validate and update demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patients due to incorrect phone numbers.
- Explain the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients; collect, scan, and update health insurance information to support the revenue process by identifying patients with third-party insurance.
- Ensure that all necessary health and administrative information is integrated into the Computerized Patient Record System (CPRS) or Electronic Health Record Modernization (EHRM) system correctly, maintaining a documentation and data integrity accuracy standard of ≥98%.
- Screen and receive phone calls in a courteous and timely manner; determine the nature of the request and provide the information desired using privacy protocols and established clinic processes. Return voicemails within 24 hours and respond to urgent instant messages within 5 minutes.
- Interact with patients, visitors, staff, family members, and others in a courteous, helpful, and cooperative manner, demonstrating respect and cooperation at all times.
- Demonstrate the VA's core values of Integrity, Commitment, Advocacy, Respect, and Excellence (ICARE) in all customer interactions.
- Listen to concerns of customers and resolve complaints and concerns effectively and promptly, with initiation within 24 hours and resolution within 48–72 hours.
- Maintain privacy and confidentiality for patients, families, medical records, and electronic information by following all applicable policies, procedures, and federal regulations on confidentiality of information, including HIPAA.
- Safeguard medical records by ensuring computer screens are inaccessible to unauthorized individuals and that all Privacy Act material is secured; utilize appropriate guidelines and channels of communication when releasing confidential information.
- Meet daily productivity targets of 37 touches per day and 10 resolutions per day and maintain Key Performance Indicators (KPIs) including appointment accuracy ≥95% and patient satisfaction ≥85%.
- Participate in mandatory team meetings including daily huddles and Performance Improvement (PI) calls.
- Complete all required VA onboarding, HIPAA, Privacy, Confidentiality, Information Security, and cybersecurity training prior to beginning performance.
- Comply with all applicable federal, state, and local laws, VHA policies, and place-of-performance procedures, including records management obligations under the Federal Records Act and NARA regulations.
Qualifications:
- Ability to successfully undergo a Government-sponsored background investigation (US Citizenship required).
- High School Diploma or General Equivalency Diploma (GED).
- English language proficiency.
Minimum of one year of specialized experience collaborating with medical clinicians across multiple disciplines and scheduling interdisciplinary appointments.
Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community.
Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
Ability to utilize numerous advanced patient care systems in support of multiple clinics in an interdisciplinary setting.
Ability to organize work, set priorities, and delegate tasks/responsibilities to meet deadlines.
Strong skills in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
Ability to provide staff development and training.
Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs.
Ability to follow-up on pending issues and demonstrate an understanding of the impact if incomplete work across multiple clinics.
Ability to monitor compliance, conduct audits and competency checks, and maintain master workload lists.
Ability to ensure staffing levels are maintained, performance standards are met, and any issues are promptly addressed.
- Advanced knowledge of the technical health care processes, policy and procedures related to coordination of care.
- Strong customer service standards, computer skills, and telephone etiquette.
- Strong written and verbal communication skills with the ability to interact professionally with Veterans, families, and interdisciplinary care team members.
- Ability to maintain a high degree of tact and diplomacy when dealing with Veterans who have multiple health problems or who may be frustrated with the administrative process.
- Ability to work independently in a remote environment while meeting productivity standards and maintaining accountability for work outputs.
- Must be available for possible onsite training as directed by the Government.
- Experience with VA scheduling systems, including CPRS, EHRM, and the Electronic Waiting List, is strongly preferred.
- Prior VA or federal healthcare administrative experience is preferred.
Pay
$28.29/hour.
Location
Remote; Must be available for possible onsite training at a VISN 20 VA Medical Center or Community-Based Outpatient Clinic located in Seattle, WA as required.
About CVP
CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation.
CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment.
At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.
