Medical Support Assistant

Quick Facts

• Role: Medical Support Assistant (outpatient clinic)
• Schedule: Monday–Friday, 8:00am–4:30pm
• Telework: Not authorized
• Work mode: In-person

Description

The role provides front-line administrative and patient support for an outpatient clinical team, including greeting patients, scheduling appointments, and managing inbound communications. You will review and respond to electronic orders/consults in the electronic medical record, verify/update patient demographics and third-party insurance, and provide patient information to resolve concerns. Work is performed independently with professional communication in person, by phone, and electronically.

Responsibilities

• Coordinate information and actions related to patient care and services
• Schedule, cancel, reschedule, and interpret/verify provider orders for appointments according to VHA scheduling guidelines
• Answer multi-line phone systems, retrieve voicemails, and route issues appropriately
• Interview patients for appointments
• Refer patients to other specialty clinics as required
• Review, document, and update electronic health records and administrative records
• Verify and update demographics and third-party insurance information
• Provide excellent customer service and resolve complaints according to established policies
• Run administrative reports for the clinic team (e.g., consults, no-shows) and take appropriate action
• Assist with emergency and non-emergency transfers to other VA or private hospitals and determine eligibility status
• Coordinate release of information to support direct patient care needs
• Participate in team huddles/meetings and assist with training and coverage for other clinics
• Rotate weekends and holidays as needed

Requirements

• U.S. citizenship
• Proficiency in written and spoken English
• Subject to background/security investigation
• Completion of required online onboarding and pre-employment steps
• Seasonal influenza vaccination requirement
• Basic qualification: 6 months relevant clerical/office/customer service/administrative experience OR 2 years above high school OR equivalent education/experience combination
• At least 6 months daily direct customer service experience
• Demonstrated KSA: advanced medical terminology knowledge
• Demonstrated ability to operate computerized systems to enter/modify/retrieve PII in electronic health records and scheduling/report systems
• Ability to schedule medical appointments in a clinical setting
• Ability to communicate professionally in person, electronically, and by telephone
• Ability to work independently with minimal supervision

Benefits

• Comprehensive federal employee benefits package (eligibility depends on position type)
• Eligible for annual (vacation) leave; may qualify for credited service based on prior work/military experience