Medical Support Assistant (Medical Receptionist)

Customer Value Partners•Salt Lake City, UT

11d•Remote

About The Position

CVP is seeking Medical Support Assistants to join our team in support of our Nation's Veterans at the Salt Lake City VA Health Care System (SLCHCS) in Salt Lake City, UT. These are full-time remote positions supporting both the Health Administration Service (HAS) and the Office of Community Care (OCC) departments. Working hours are Monday – Friday, 8:00 AM – 4:30 PM (8-hour shifts), excluding federal holidays. This role is primarily remote but may call for on-site training and support as needed. As an Medical Support Assistant, you will coordinate care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care.

Requirements

Ability to successfully undergo a Government-sponsored background investigation (US Citizenship required).
High School diploma or GED equivalent.
Oral and written proficiency in English .
Minimum typing speed of 50 words per minute (WPM).
Minimum of 6 months of customer service experience .
Basic computer skills ; daily proficiency with Microsoft Office Suite including Word, Excel, Outlook, and Microsoft Teams .
Basic medical terminology knowledge; experience working in medical setting required
Proficiency in VA software systems including CPRS, VistA , ISS, CTM, PCI, HSRM, and PPMS required or ability to learn upon onboarding; VA system training will be provided.
No health or physical disability restrictions that would interfere with the performance of assigned duties.
Must be able to work independently, make decisions, and exercise sound judgment with limited direct supervision.

Nice To Haves

Prior VA scheduling or medical support assistant experience preferred.
Knowledge of VHA Directive 1230 Outpatient Scheduling processes and procedures preferred.
Familiarity with HIPAA, Privacy Act requirements, and VA information security policies preferred.

Responsibilities

Serve as the designated MSA scheduler/receptionist responsible for the performance and coordination of appointment scheduling in accordance with VHA Directive 1230, Outpatient Scheduling and Process and Procedures.
Schedule, track, and manage patient appointments, including pre- and post-appointment contacts, cancellations, no-shows, and re-scheduling in accordance with VA guidelines.
Process and resolve appointment no-shows within 24 hours and scheduling actions within established VA timeliness standards.
Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply in a timely manner .
Process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) and other systems as needed.
Communicate with internal medical providers on rules and regulations for VA Community Care and advise on appropriate processes .
Validate and update patient demographic information, including phone number, address, next of kin, emergency contact, and insurance capture on a continuous basis.
Ensure all necessary health and administrative information is processed and integrated into the Computerized Patient Record System (CPRS) and the Veterans Health Information Systems and Technology Architecture ( VistA ).
Screen and receive phone calls in a courteous and timely manner, answering within 5 rings and following appropriate telephone etiquette; collect adequate information before transferring calls to nurses, providers, social work, or other staff as appropriate .
Respond to telephone inquiries regarding delivery of services.
Serve as a Patient Relations Representative by actively listening to feedback and patient concerns, and self-resolving patient complaints and co-worker concerns in a tactful, professional manner.
Manage and complete assigned work, provide input on work progress and impediments, and work collaboratively to maintain efficient workflow.
Monitor incoming and outgoing faxes and mail in accordance with HIPAA standards.
Maintain National Telehealth Clinic profile management, including completing grid access requests in a timely manner for both opening and closing availability, and completing approved provider grid changes accurately.
Review and use data from reports to collaborate with team members for patient appointments and communicate scheduling issues to supervisors; reports include the NEAR Report, 90 Day Warning Report, Primary Care Management Module, dual enrollment, and other access-related reports.
Receive, review, prepare, and ensure correct punctuation, spelling, grammar, format, and style of incoming and outgoing correspondence.
Provide support to the patient aligned care team.
Participate in team huddles and contribute to achieving the goals of the clinic through professional, constructive, and open communication.
Maintain full compliance with VA Community Care scheduling processes and all Compliance and Business Integrity standards regarding scheduling accuracy and confidentiality .