Medical Support Assistant

Quick Facts

• Role: Medical Support Assistant
• Work setting: Office/clinic (not virtual)
• Schedule: Monday–Friday, 8:00am–4:30pm

Description

Serve as an initial point of contact for outpatient clinics, patients, and customers. Coordinate patient care information by scheduling appointments, answering multiline phones and retrieving voicemails, interviewing patients, referring to specialty clinics, and responding to patient complaints. Work with electronic medical records to track and process electronic orders/consults, verify demographics and third-party insurance, and support administrative processes for patient transfers.

Responsibilities

• Coordinate information and actions related to patient care and services
• Schedule, cancel, reschedule appointments and consults in line with VHA directives and local procedures
• Answer multiline phone systems and retrieve voicemails to determine next actions
• Interview patients for appointments and refer to other specialty clinics as required
• Review, document, and update electronic health records and administrative records
• Verify and update patient demographics and third-party insurance information
• Provide information to patients to help resolve complaints
• Deliver excellent customer service in person, by phone, and electronically
• Participate in team huddles/meetings; advise clinical staff on administrative processes
• Run administrative reports and take action on consults/no-shows
• Coordinate emergency and non-emergency transfers and determine eligibility status
• Coordinate release of information to support direct patient care needs
• Work independently with minimal supervision

Requirements

• U.S. citizenship
• Proficiency in written and spoken English
• Subject to background/security investigation
• Complete onboarding and pre-employment requirements; pass pre-employment physical evaluation
• Seasonal influenza vaccination required for VA Health Care Personnel
• High school education (diploma/GED/equivalency)
• Demonstrated ability to operate computerized programs to enter/modify/retrieve sensitive patient information in electronic systems
• Demonstrated knowledge of medical terminology
• Ability to schedule medical appointments in a clinical setting
• Ability to communicate professionally and provide strong customer service
• Ability to work independently in a variety of patient-support duties

Benefits

• Paid Time Off: 37–50 days annual paid time offer per year (annual leave, sick leave, and paid federal holidays)
• Parental leave after 12 months of employment (up to 12 weeks paid)
• Child care subsidy after 60 days for eligible full-time employees
• Retirement: traditional federal pension and federal 401(k) with up to 5% employer contribution
• Comprehensive insurance options (health/vision/dental/term life/long-term care)
• Traditional federal benefits package for federal employees (eligibility depends on position type)