Medical Support Assistant (Mental Health)

Quick Facts

• Role: Medical Support Assistant (Mental Health Outpatient Clinic)

Description

Serve as the first administrative point of contact for Veterans, families, and visitors. Perform intermediate clerical and administrative duties supporting patient care, including scheduling, verifying provider orders, interpreting instructions, and managing patient records. Ensure HIPAA compliance while coordinating communication and referrals through electronic systems.

Responsibilities

• Greet visitors; answer phone calls; record and direct messages; handle incoming and outgoing communications.

• Schedule, cancel, and reschedule appointments according to national scheduling guidelines and facility policies; prevent appointment conflicts.

• Interpret and verify provider orders and follow established procedures for appointment workflows.

• Maintain and update Veterans’ electronic medical records, including demographic and contact information.

• Receive and respond to inquiries via Secure Messaging, Message Manager, VAR, VEText, letters, and phone; enter follow-up notes into CPRS and alert clinical staff.

• Initiate and check referral, lab, and imaging statuses promptly and accurately.

• Support Behavioral Health and Interdisciplinary Program (BHIP) and other specialty staff.

• Perform office support tasks (supplies, scanning, copies, faxing, mail) and clerical support for computer contingency plans.

• Manage complex patient queries and coordinate actions through multiple internal systems.

• Recognize urgent/suicide-related calls and refer appropriately for immediate clinical action.

• Assist with training less experienced employees.

Benefits

A federal benefits package is available for eligible employees (eligibility depends on position type).