Administrative - Outpatient Clinic - 18956154

ECHCS • Colorado Springs, CO

19h • Onsite

About The Position

The Medical Support Assistant (MSA) - Scheduler/Receptionist performs and coordinates appointment scheduling and front desk/reception functions in accordance with VA scheduling requirements. The role supports direct patient services by scheduling and tracking appointments, completing pre- and post-appointment contacts, receiving and responding to telephone inquiries, validating patient demographic information, and providing courteous customer service to Veterans, families, VA staff, contractors, physicians, fellows, and residents. The MSA also supports VA Community Care processes by coordinating and authorizing Veteran care with community providers, processing consults and related health/administrative information in VA systems, and communicating with internal medical providers regarding applicable Community Care rules and procedures. Daily work requires accurate use of VA and Microsoft systems, protection of sensitive information, timely completion of workload, and compliance with VA scheduling, privacy, security, training, and performance standards.

Requirements

• Must be a U.S. citizen and meet all PWS personnel, security, training, and performance requirements for Medical Support Assistant services.
• Minimum six (6) months of customer service experience required.
• High school diploma or GED equivalent required.
• Basic medical terminology knowledge required.
• knowledge of VA scheduling practices, Community Care processes, patient check-in, and applicable VA policies and procedures is required for successful performance.
• Must maintain working knowledge of VA software and workflows including CPRS, VistA, ISS, CTM, HSRM, PPMS, and Insurance Capture Buffer (ICB), as applicable to the assigned work area.
• Daily proficiency with personal computers and Microsoft Office products, including Excel, Word, Outlook, and Microsoft Teams, is required.
• Must be proficient in the daily use of Outlook, Teams, VistA, CPRS, ICB, Lync, ISS, CTM, and other VA systems required for the assignment.
• Must type at least 50 words per minute and possess basic computer skills.
• Ability to accurately schedule and track appointments, manage assigned workload, monitor no-shows, open and close clinics, process consults, and maintain efficient workflow within VA timeliness standards.
• Ability to understand and follow VA regulations, scheduling requirements, privacy/confidentiality requirements, information security rules, infection-control requirements, and other applicable policies and procedures.
• Ability to review, prepare, and maintain incoming and outgoing correspondence with correct punctuation, spelling, grammar, format, and style.
• Ability to communicate clearly with Veterans, patient families, providers, VA staff, contractors, and other customers; collect adequate information and respond or route inquiries appropriately.
• Oral and written proficiency in English required.

Nice To Haves

• No professional license or certification is specified; required VA training, privacy/HIPAA training, scheduling training, and other assigned mandatory TMS courses must be completed.

Responsibilities

• Performs appointment scheduling, tracking, and required pre- and post-appointment contacts; follows VA scheduling practices and ensures Veterans are scheduled within applicable VA guidelines.
• Provides front desk and reception support; screens and receives telephone calls courteously and timely; responds to service-delivery inquiries; retrieves and responds to voicemail within 48 business hours; and provides quality customer service to patients, families, and VA personnel.
• Coordinates and authorizes Veteran care with community providers when VA care is unavailable or cannot be provided timely; processes Community Care consults and records in HSRM, PPMS, CPRS, VistA, CTM, ISS, and other required systems; validates and updates patient demographics, insurance, emergency contact, and next-of-kin information.
• Perform additional duties as assigned

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• EGA is an Equal Employment Opportunity employer and provides equal opportunity to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin or ancestry, religion (including Executive Order 13899 protection against anti-Semitism), age (40 and over), sex (including gender identity, transgender status, and sexual orientation), parental status (including limitations related to pregnancy, lactation, childbirth, or related medical conditions), political affiliation, citizenship status, genetic information (including family medical history, genetic testing and services, and genetic characteristics), disability (physical or mental), veteran status or military service history or status, or any other non-merit-based characteristic protected by federal, state or local laws.
• All employment decisions are based on business needs, job requirements, and individual qualifications.
• Consistent with the Americans with Disabilities Act (ADA), it is the policy of EGA Associates, LLC to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.
• The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED