Medical Support Assistant

Customer Value Partners•Sheridan, WY

2d•Hybrid

About The Position

CVP is seeking a Medical Support Assistant to join our team in providing administrative support services to the Sheridan VA Health Care System in Sheridan, Wyoming. This role is primarily remote but may call for on-site 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

High School diploma or GED equivalent required
Minimum of 6 months customer service experience
Type at least 50 WPM (Must complete typing test)
Knowledge of basic medical terminology; experience in the medical field required
Oral and written proficiency in English
Basic computer skills and proficiency with Microsoft Office products (Excel, Word, Outlook & Teams)
Ability to successfully undergo a Government-sponsored background investigation (US Citizenship required)
No health or physical disability restrictions that interfere with the performance of assigned duties

Responsibilities

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 properly via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems
Schedule appointments and coordinate care in accordance with VHA Directive 1230 (Outpatient Scheduling and Process Procedures) and VHA Directive 1232 (Consult Management)
Complete scheduling actions within three (3) business days of receipt of order from provider with a target of 20 scheduling actions per day
Process administrative notes for consults, no-shows, cancellations, and "unable to reach" situations with accuracy and appropriateness
Resolve appointments within 2 business days if there is a no-show or cancellation
Provide excellent customer service when interacting with Veterans, their families, and VA staff, demonstrating the VA's core values of Integrity, Commitment, Advocacy, Respect, and Excellence (ICARE)
Validate and update patient demographic information, including phone numbers, addresses, emergency contacts, and insurance information
Screen and receive phone calls in a courteous and timely manner, answering phones within 5 rings while following appropriate telephone etiquette
Maintain National TeleOncology Clinic profile management, completing grid access requests and provider grid changes in a timely and accurate manner
Ensure patient privacy and confidentiality by maintaining all patient information in compliance with Privacy Act, HIPAA, and VA regulations
Operate VA computer systems including VISTA, CPRS, CTM, HSRM, PPMS, and Microsoft Office applications
Collaborate with providers and staff on interdisciplinary care teams to ensure coordinated patient care
Review and use data from reports to collaborate with team members for patient appointments
Complete all mandatory annual training requirements and maintain compliance with VA policies and procedures
Perform other administrative duties as assigned