Remote Medical Support Assistant (Medical Receptionist)

Customer Value Partners • Loveland, OH

2d • Remote

About The Position

CVP is seeking Remote Medical Support Assistants to join our team in support of the Cheyenne VA Health Care System, serving our Nation's Veterans at the Northern Colorado VA Outpatient Clinic located at 4575 Byrd Dr, Loveland, CO 80538. This is a remote position; however, candidates must reside within 50 miles of the Northern Colorado VA Outpatient Clinic. Working hours are Monday through Friday, 7:00am - 4:30pm MST, with an 8-hour shift scheduled within defined business hours. Previous VA experience is preferred. 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

• Must be eligible to obtain a Public Trust government security clearance; US Citizenship required
• Must be a resident of the United States and must live within 50 miles of the Northern Colorado VA Outpatient Clinic (Loveland, CO)
• High School Diploma or GED equivalent required
• Oral and written proficiency in English
• Basic computer skills including Microsoft Office Suite (Word, Excel, Outlook, and Teams)
• Typing speed of at least 50 words per minute (must complete typing test)
• Basic medical terminology knowledge
• Minimum 6 months of customer service experience
• No health or physical disability restrictions that would interfere with the performance of assigned duties

Nice To Haves

• One (1) year of specialized experience in a clinical setting (doctor's office, clinic, or hospital), to include: Scheduling medical appointments in a clinical setting
• Experience utilizing electronic health record (EHR) systems
• Experience screening and directing telephone calls appropriately
• Prior VA or federal healthcare experience

Responsibilities

• Perform appointment scheduling, tracking, and pre- and post-appointment contacts in accordance with VHA Directive 1230, Outpatient Scheduling and Process and Procedures, and VHA Directive 1232, Consult Management.
• Process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) and other systems as needed.
• Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply in a timely manner.
• Communicate with VA 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 that 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) upon receipt of records.
• Screen and receive phone calls in a courteous and timely manner, answering within 5 rings and following appropriate telephone etiquette; retrieve and respond to voicemail within 48 business hours.
• Respond to telephone inquiries regarding delivery of services and collect adequate information before transferring calls to clinical staff.
• Serve as a Patient Relations Representative; actively listen to feedback and patient concerns and self-resolve patient complaints and co-worker concerns in a tactful, professional manner.
• Maintain proficiency and daily use of VA software systems including CPRS, VistA, CTM, HSRM, PPMS, ISS/VSE, ICB, VetLink, and Microsoft Office Suite (Word, Excel, Outlook, and Teams).
• Monitor and manage incoming and outgoing faxes and mail in accordance with HIPAA standards; open and close clinics daily and update no-shows within 24 hours of appointment.
• Review and utilize data from reports to collaborate with team members on patient appointments and communicate scheduling issues to supervisor; monitor NEAR Report, 90 Day Warning Report, Primary Care Management Module, and other access-related reports.
• Work with the Scheduler Team Lead and scheduling team to ensure all schedulers are competent and represent the VA in a positive, proactive demeanor.
• Notify Lead MSA or supervisor when automated systems are not performing as needed.
• Maintain computer and IT security at all times; accept full responsibility for all transactions under personal badge, access, and verify codes, and protection of equipment, hardware, and software.
• Protect electronic and printed files containing sensitive information from unauthorized release, loss, alteration, or deletion, following all applicable regulations and VA privacy directives.

Benefits

• Health & Wellness (H&W): $5.09/hr (H&W will be prorated based on enrollment in the benefits offered, including automatic enrollment in employer-paid plans)

What This Job Offers

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