Medical Support Assistant

International SOS Government Medical Services•Olympia, WA

4d•Remote

About The Position

This Medical Support Assistant role provides administrative, clerical, receptionist, customer service, scheduling, documentation, and escalation support for Department of Veterans Affairs Puget Sound Health Care System Community Care functions. The role supports consult intake, outreach to Veterans and providers, appointment scheduling, patient record documentation, and issue escalation in accordance with Standard Operating Procedures, Veterans Health Administration directives, and contract performance standards.

Requirements

High school diploma, General Education Development equivalency certificate, or state or territorial-level proficiency certificate.
One year of specialized experience collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and applying policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community.
United States citizenship required.
Ability to read, write, and speak English effectively.
Advanced knowledge of medical terminology, technical healthcare scheduling processes, patient flow, administrative support functions, and care-in-the-community workflows.
Ability to use advanced patient care, scheduling, and record systems, including the Computerized Patient Record System or Electronic Health Record Modernization environment.
Ability to obtain and maintain Department of Veterans Affairs Public Trust clearance/favorable security status and complete required onboarding, privacy, cybersecurity, Health Insurance Portability and Accountability Act, confidentiality, information security, Contractor Rules of Behavior, and Veterans Health Administration Scheduler Training.
Ability to work in a typical interior or office work environment involving prolonged sitting or standing, with occasional bending, stooping, and lifting up to 15 pounds.

Nice To Haves

Experience supporting Department of Veterans Affairs, Community Care, or interdisciplinary healthcare scheduling workflows.

Responsibilities

Process Community Care consult intake, conduct outreach to Veterans and providers, schedule appointments, document actions, and escalate issues according to Veterans Health Administration directives and Standard Operating Procedures.
Maintain appointment schedules for clinics or units, use the Electronic Waiting List accurately and timely, and schedule appointments with patient input by phone or in person.
Review active and pending consults, the Electronic Wait List, Recall list, and Audio Care communications daily for accuracy and disposition.
Support clinic access workflows by adjusting appointment times, locations, or dates and notifying the Department of Veterans Affairs Shift Supervisor when access or mandated scheduling timeframes require escalation.
Provide professional front-line service by answering inquiries, addressing concerns, screening calls, determining the nature of requests, and directing patients, family members, staff, and others to the appropriate resource when needed.
Validate and update demographic information during patient interactions, verify patient identity using two forms of identification, and collect, scan, and update health insurance information.
Enter required health and administrative information accurately in the Computerized Patient Record System or Electronic Health Record Modernization environment and maintain required documentation and data integrity standards.
Communicate tactfully and effectively with internal and external customers while supporting interdisciplinary coordinated care delivery and protecting Department of Veterans Affairs sensitive personal information and Protected Health Information.