Medical Support Assistant
Customer Value Partners
- Sheridan, WY
- Permanent
- Full-time
- Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply in a timely manner
- Process community care consults properly via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems
- Schedule appointments and coordinate care in accordance with VHA Directive 1230 (Outpatient Scheduling and Process Procedures) and VHA Directive 1232 (Consult Management)
- Complete scheduling actions within three (3) business days of receipt of order from provider with a target of 20 scheduling actions per day
- Process administrative notes for consults, no-shows, cancellations, and "unable to reach" situations with accuracy and appropriateness
- Resolve appointments within 2 business days if there is a no-show or cancellation
- Provide excellent customer service when interacting with Veterans, their families, and VA staff, demonstrating the VA's core values of Integrity, Commitment, Advocacy, Respect, and Excellence (ICARE)
- Validate and update patient demographic information, including phone numbers, addresses, emergency contacts, and insurance information
- Screen and receive phone calls in a courteous and timely manner, answering phones within 5 rings while following appropriate telephone etiquette
- Maintain National TeleOncology Clinic profile management, completing grid access requests and provider grid changes in a timely and accurate manner
- Ensure patient privacy and confidentiality by maintaining all patient information in compliance with Privacy Act, HIPAA, and VA regulations
- Operate VA computer systems including VISTA, CPRS, CTM, HSRM, PPMS, and Microsoft Office applications
- Collaborate with providers and staff on interdisciplinary care teams to ensure coordinated patient care
- Review and use data from reports to collaborate with team members for patient appointments
- Complete all mandatory annual training requirements and maintain compliance with VA policies and procedures
- Perform other administrative duties as assigned
- High School diploma or GED equivalent required
- Minimum of 6 months customer service experience
- Type at least 50 WPM
- Oral and written proficiency in English
- Basic computer skills and proficiency with Microsoft Office products (Excel, Word, Outlook & Teams)
- Basic medical terminology knowledge
- Ability to successfully undergo a Government-sponsored background investigation (US Citizenship required)
- No health or physical disability restrictions that interfere with the performance of assigned duties
- For remote workers: Must have a dedicated, private workspace suitable for handling sensitive information and participating in virtual meetings
- Prior experience in healthcare or medical office settings
- Experience with VA systems such as VISTA, CPRS, HSRM, or PPMS
- Previous experience coordinating care or scheduling medical appointments
- Experience working in a virtual or remote environment
- Knowledge of VA community care processes