[Hiring] Medical Support Assistant @International SOS Government Medical Services

Role Description

• Meet the needs of the customers while supporting the VISN, Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, other staff) in a courteous, tactful, and respectful manner.
• Responsible for the performance and coordination of appointment scheduling in accordance with the Outpatient Scheduling and Process and Procedures. Front desk duties may vary at each location depending on the clinic’s needs.
• Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.
• Provide comprehensive clerical medical support to the VAMC and all associated sites.
• Maintaining appointment schedules for one or more clinics or units, operating office machines, storing and distributing materials, delivering messages, and adhering to business standards and operating procedures within each respective clinic or ward.
• Collect adequate information before transferring a call to nurse, provider, social work, etc.
• Serves Patient Relations Representative and actively listens to feedback, patient concerns and self-resolve patient complaints and co-worker concerns in a tactful, professional manner.
• Understand the roles and responsibilities of others in the team, participates in team huddles.
• Be courteous and cooperative and to work to achieve the goals of the clinic. This includes professional, constructive, and open communication with supervisor and other employees.
• Listen to concerns of customers and resolve complaints and concerns effectively and promptly within 24 hours for initiation, and resolution within 48-72 hours.
• Demonstrate the ability to adjust to change or work under pressure in a professional pleasant manner.
• Manage and complete assigned work, provide input on work progress and/or impediments.
• Work collaboratively and maintains efficient workflow.
• Receives, reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence.
• Updates patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.
• Ensure that all necessary health/administrative information is integrated into the computerized patient record system (CPRS) or EHRM correctly.
• Retrieve and respond to voicemail within 48 business hours.
• Scheduling appointments and utilizing the Electronic Waiting List accurately and in a timely manner.
• Opening and close clinics daily, updating no-shows within 24 hours of appointment.
• Monitor incoming and outgoing faxes and mail, in accordance with HIPPA standards.
• Provide support to patient aligned care team.
• Report malfunctions to Lead MSA/ supervisor within operational day.
• Possess knowledge in use of VA software such as CPRS, VISTA, CTM, VetLink, HSRM, PPMS, and other Computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite.
• Responsible for workflow, completion, and hand-offs for assigned work.
• Review and use data from reports used to collaborate with team members for patient appointments and communicates scheduling issues to their supervisor.
• Responsible for following scheduling practices, ensuring Veterans are scheduled within the VA guidelines.
• Assess compliance with The Joint Commission (TJC) and other regulatory program review criteria that govern service and ensure that requirements are in place and are compliant as evidenced by both internal and external reviews.
• Demonstrates participation and knowledge in the facility’s Compliance and Business Integrity Program to prevent violations of the law as well as maintaining high ethical standards.
• Knowledge of safety and fire protection, emergency code awareness policies and procedures.
• Ensure all patients are identified with appropriate two patient identifiers.
• Maintain computer and IT security.
• Protects information from unauthorized release, loss, alteration, or deletion, following applicable regulations and instructions in the computer access agreement.
• Complete all mandatory required training per VAMC policy.
• Be aware of all laws, regulations, policies, and procedures relating to Privacy, Confidentiality and HIPPA and complies with all standards.
• Complete all performance standards within VA guidelines.
• Completes required organizational compliance education, including assigned requirements that are client-specified, for Joint Commission Healthcare Staffing Services certification or other regulatory bodies.

Qualifications

• Must possess six months of customer service experience.
• Proficient in Microsoft office products to include Excel, Word, Outlook & Microsoft Teams.
• Have the ability to type at least 50 words per minute.
• Experience and understanding of healthcare delivery preferred with basic medical terminology knowledge.
• High School (HS) or General Equivalency Diploma (GED).

Requirements

• Work is normally performed in a typical interior/office work environment.
• Work involves sitting and standing for prolonged periods of time.
• May require bending, stooping and lifting up to 15 lbs.
• Must be able to read, write, and speak English to effectively communicate.
• US Citizen or Permanent Resident Card is required.
• Pass/possess required clearance.

Benefits

• This position is eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance.
• Additional benefits include a 401k plan and paid time off and annual bonus.
• International SOS complies with all federal, state, and local minimum wage laws.