Medical Support Assistant

Medical Support Assistant

Requirements

• High School Diploma or General Equivalency Diploma (GED) required
• 6 months of customer service experience is required
• Proficient in basic computer skills, including Microsoft Word, Excel, and Outlook
• Ability to type at least 50 words per minute
• Strong communication skills, both oral and written, with a focus on professionalism
• Ability to work independently and resolve problems with minimal supervision
• Attention to detail and ability to maintain accurate records
• Ability to perform administrative tasks with no physical restrictions that interfere with job duties
• Compliance with VA’s infection control and immunization standards (e.g., Tuberculosis, Flu, COVID-19)

Responsibilities

• Perform appointment scheduling, tracking, and coordination in alignment with VHA Directive 1230 and the VA’s scheduling procedures
• Coordinate patient care with community providers for services not provided by VA
• Collaborate with internal providers regarding VA Community Care policies and procedures
• Act as the first point of contact for patients, families, and visitors, responding to inquiries in a courteous and timely manner
• Handle phone calls, schedule appointments, validate patient demographics, and maintain high standards of customer service
• Ensure proper entry and update of patient health and administrative information into CPRS and VistA systems
• Process and manage health care consults through HealthShare Referral Manager (HSRM) and other VA systems
• Assist with the integration of records into VA electronic systems for continuity of care
• Communicate scheduling issues and patient concerns effectively with supervisors and healthcare teams
• Provide updates to the MSA supervisor on system performance, patient demographics, and community care consults
• Participate in team huddles and collaborate with team members to optimize workflow
• Ensure patient confidentiality and adhere to HIPAA regulations for all data and patient interactions
• Maintain proper security for all electronic and physical records, in compliance with VA and HIPAA standards
• Perform other administrative and customer service-related tasks as required
• Complete mandatory training, including privacy, HIPAA compliance, and VA-specific systems, as well as annual compliance and remedial training
• All MSA staff will undergo VA-scheduled training specific to appointment scheduling

Preferred Qualifications

• Basic medical terminology knowledge and familiarity with VA software (VistA, CPRS, HSRM, etc.) preferred