Medical Support Assistant

Quick Facts

• Role: Medical Support Assistant (inpatient/outpatient clinical team)

• Schedule: 3:00 pm – 11:30 pm, Monday–Friday; rotated weekends/holidays as needed

• Telework: Not authorized

• Virtual: Not a virtual position

Description

The Medical Support Assistant serves as the initial point of contact for outpatient clinics and patients, coordinating patient care information and administrative actions within the Veterans Health Administration. The role includes scheduling appointments, answering phones and managing voicemails, and tracking/reviewing electronic orders and consults in the electronic medical record. You will also provide customer service, update patient demographics and third-party insurance, and communicate professionally with internal and external customers.

Responsibilities

• Coordinate information and actions related to patient care and services

• Schedule, cancel, and reschedule appointments/consults according to VHA national directives and local procedures

• Answer multiline phone systems and retrieve voicemails to determine appropriate next steps

• Interview patients for appointments; refer patients to specialty clinics as required

• Review and document electronic health records and administrative records

• Track, review, and respond to electronic orders and consults from multiple electronic sources

• Verify and update patient demographics and third-party insurance

• Provide information to patients to resolve complaints

• Relay messages to appropriate staff; advise clinical staff on administrative processes

• Run administrative reports (e.g., consults, no-shows) and take appropriate action

• Assist with coverage for other clinics; participate in team huddles/meetings and training as needed

• Coordinate emergency transfers to other VA or private hospitals and determine eligibility status

• Coordinate release of information to support direct patient care needs

Requirements

• U.S. citizenship

• Selective Service Registration (if applicable)

• Proficiency in written and spoken English

• Subject to background/security investigation

• Complete required online onboarding and pre-employment documentation

• Seasonal influenza vaccination program participation is required

• Meet qualification criteria: 6 months relevant clerical/office/customer service/administrative experience OR 2 years education above high school OR an equivalent combination

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

• Advanced knowledge of medical terminology

• Ability to operate computerized programs/systems to enter/modify/retrieve sensitive patient information in electronic health records and scheduling systems

• Ability to schedule medical appointments in a clinical setting

• Ability to work independently with minimal supervision

• Ability to communicate effectively in person, electronically, and by telephone

Benefits

• Comprehensive U.S. federal employee benefits package (eligibility depends on the type of position)

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