Medical Support Assistant

Department of Veterans Affairs•Los Angeles, CA

40d•Onsite

About The Position

The Greater Los Angeles VA Health Care System is seeking four (4) highly energetic candidate to fill the Medical Support Assistant vacancy in the West Los Angeles VA Medical Center. The ideal candidates must be skilled in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution. In addition, candidate must possess the ability to operate computer programs, and scheduling of appointments. The incumbent serves as a Medical Support Assistant (MSA) in a clinical team based model in the Veterans Health Administration (VHA). The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care.

Requirements

Must have at least six months of customer service experience in a position that required daily direct customer interactions.
Meets the needs of the Veteran customers while supporting VA missions.
Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner.
Provides the Veteran with consistent information according to established policies and procedures.
Handles conflict and problems in dealing with the customer constructively and appropriately.

Responsibilities

Coordinate information and actions related to patient care and services
Scheduling patient appointments for treatment in accordance with VHA national directives and local standard operating procedures
Answering multiline phone systems and retrieving voicemails to determine appropriate actions
Interviewing patients for appointments
Referring patients to other medical specialty clinics as required
Providing information to patients necessary to resolve complaints
Interacting with customers, in-person, over the phone and through correspondence both written and electronically through various systems
Reviewing and documenting medical electronic health records and administrative records
Verifying and updating demographics and third party insurance information
Providing excellent customer service
Participate in Team huddles and meetings
Assist with coverage for other respective clinics
Advise clinical staff on current administrative processes
Assist with training to clinic specific requirements when needed
Run administrative reports for the clinical team and take appropriate action (consults, no shows)
Coordinates emergency transfers to other VA hospitals or private hospitals and determine eligibility status
Work independently with minimal supervision
Coordinates the release of information to various organizations in support of direct patient care needs
Work rotated weekends and holidays throughout the year as needed