Medical Support Assistant

Quick Facts

• Role: Medical Support Assistant (outpatient clinic)

Description

Provide front-line outpatient clinic support as a Medical Support Assistant. Serve as the initial point of contact for patients, schedule appointments, and respond to electronic orders and consults in the electronic medical record. Handle phones/voicemails, verify demographics and third-party insurance, and deliver customer service while supporting interdisciplinary clinic teams.

Responsibilities

• Coordinate information and actions related to patient care and services

• Schedule patient appointments per VHA scheduling guidelines and local procedures

• Answer multi-line phone systems; retrieve voicemails and take appropriate action

• Interview patients for appointments and refer patients to appropriate specialty clinics

• Review and document electronic health records and administrative records

• Verify and update demographics and third-party insurance information

• Provide information to patients to help resolve complaints

• Communicate with customers in-person, by phone, and electronically

• Run administrative reports and take action on consults and no-shows

• Coordinate emergency/non-emergency transfers and determine eligibility status

• Coordinate release of information to support direct patient care needs

• Participate in team huddles and clinic training; assist with coverage for other clinics

• Schedule: Monday–Friday 8:00am–4:30pm; rotated weekends and holidays as needed

Requirements

• U.S. citizenship

• Proficiency in written and spoken English

• Subject to background/security investigation

• Selective Service registration (for males born after 12/31/1959) and completion of required onboarding steps

• Seasonal influenza vaccination program participation required

• Basic qualifications: 6 months relevant clerical/office/customer service/administrative experience OR 2 years above high school OR equivalent combination

• At least 6 months of direct customer service experience with daily interactions

• Demonstrate KSA: medical terminology knowledge, customer concern identification and resolution, operation of computerized programs/systems to enter/modify/retrieve PII in EHR/scheduling/reporting systems, clinical appointment scheduling, independent work, and effective professional communication

Benefits

• Comprehensive federal benefits package for you and your family

• Potential service credit toward annual (vacation) leave accrual based on prior work or military experience (approval required)

• Benefit eligibility depends on position type; contact the hiring agency for details