Medical Support Assistant

This position is contigent on contract award.This position will support the US Department of Veterans Affairs Critical Staffing Program.  The person in this position will represent International SOS Government Medical Services, Inc. and provide services outlined below: International SOS Government Medical Services, Inc. is looking for an individual to provide administrative and clerical support to ensure efficient operations of healthcare services, including patient scheduling, records management, and communication with medical staff. They play a crucial role in facilitating smooth patient care and enhancing the overall effectiveness of the medical facility. Key Responsibilities:Responsible for the performance and coordination of appointment scheduling in accordance with the VHA Directive 1230, Outpatient Scheduling and Process and Procedures, and VHA Directive 1232, Consult Management.  Represent the VA in a positive, proactive demeanor. Work with Lead Scheduler to achieve all patient communications are completed on time and appropriately. Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply timely. Communicate with internal medical providers on rules and regulations for VA Community Care and advises on appropriate processes. Notify their contracting supervisor when automated systems are not performing as needed. Validate and update patient demographic information. Ensure that all necessary health and administrative information are processed to be integrated into Computerized Patient Record System (CPRS) and the Veterans Health Information Systems and Technology Architecture (VistA). Properly process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems and other systems as needed. Screen phone calls in a courteous and timely manner. Respond to telephone inquiries regarding delivery of services. Utilize Microsoft office products to include Excel, Word, Outlook & Microsoft Teams. Perform appointment scheduling, tracking, pre- and post- appointments contacts as required. Performs quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents. Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner. Answers the phone within 5 rings and follows appropriate telephone etiquette. Listen attentively to questions and confirm understanding by restating to the caller. Collect adequate information before transferring a call to nurse, provider, or social worker. Have general knowledge of use and check in of all patients via VetLink. Actively listen to feedback, patient concerns and self-resolve patient complaints or co-worker concerns in a tactful, professional manner. Understand the role and responsibilities of others in the team, participate in team huddles.  Utilize professional, constructive, and open communication with supervisor and other employees.  Demonstrate the ability to adjust to change and work under pressure in a professional pleasant manner. Manage and complete assigned work, provide input on work progress and impediments, work collaboratively and maintains efficient workflow. Receive review, prepare, and ensure correct punctuation, spelling, grammar, format, styles and oversee the incoming and outgoing correspondence. Update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture. Have proficiency use of personal computer, Outlook, Teams, VISTA, CPRS, Lync, VetLink, and Consult Tracking Management (CTM).  Retrieve and respond to voicemail within 48 business hours. Open and close clinics daily. Update no-shows within 24 hours of appointment.  Monitor incoming and outgoing faxes and mail, in accordance with HIPPA standards. Provide support to patient aligned care team. Have general oversight of the VA Point of Service VetLink. Report malfunctions to Lead MSA or supervisor. Have knowledge of VA software such as CPRS, VISTA, CTM, VetLink, HSRM, PPMS, and other Computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite. Responsible for workflow, completion, and hand-offs of assigned work.  Review and use data from reports used to collaborate with team members for patient appointments and communicate scheduling issues to their supervisor. Follow scheduling practices, ensure Veterans are scheduled within the VA guidelines. Assess compliance with The Joint Commission (TJC) and other regulatory program review criteria that govern service and ensure that requirements are in place and are compliant as evidenced by both internal and external reviews. Demonstrate participation and knowledge in the facility’s Compliance and Business Integrity Program to prevent violations of the law as well as maintaining high ethical standards. Have knowledge of safety and fire protection, Emergency Code Awareness such as Code Blue, Code Silver and SDS policies and procedures. Ensure all patients are identified with appropriate two patient identifiers, per policy. Maintain computer and IT security. Accept full responsibility for all transactions under their badge, access and verify codes.  Use access security codes only in the performance of official duties. Protect electronic and printed files containing sensitive information. Protect information from unauthorized release, loss, alteration, or deletion, following applicable regulations and instructions in the computer access agreement. Complete all mandatory required training per VAMC policy. Be aware of all laws, regulations, policies, and procedures relating to Privacy, Confidentiality and HIPPA and complies with all standards. Maintain zero breaches of privacy or confidentiality. Complete all performance standards within VA guidelines. Completes required organizational compliance education, including assigned requirements that are client-specified, for Joint Commission Healthcare Staffing Services certification or other regulatory bodies. This list is non-exhaustive, and the role holder may be required to undertake additional duties that are not specifically listed above.