Medical Support Assistant (MSA) - Veterans Affairs Clinic

Company Description

International SOS delivers customized medical and security risk management and wellbeing solutions to enable our clients to operate safely and effectively in environments far from home. Founded in 1984, we operate in 92 countries providing integrated medical solutions to organizations with international operations. Our innovative technology and medical and security expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. We provide clinical services to include “hands on” direct care at over 800 sites around the world, many of which include inpatient clinical care capabilities. With 12,000 staff (including 5,200 medical and behavioral health providers) our services include the design, deployment, and operation of healthcare solutions including freestanding surgical facilities in remote and austere environments, telemedicine consultation through a wide range of virtual modalities, referrals to a global network of more than 100,000 vetted providers, and global aeromedical evacuation. Within our portfolio of companies, International SOS Government Medical Services (GMS), headquartered in Houston, Texas provides contracted healthcare support to Government defence and civil agencies and government contractors, including support to military exercises and operations, diplomatic missions, natural disasters, and refugee care. To protect your workforce, we are at your fingertips: internationalsos.com

Job Description

Key Responsibilities

• Meet the needs of the customers while supporting the VISN, Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, other staff) in a courteous, tactful, and respectful manner.
• Responsible for the performance and coordination of appointment scheduling in accordance with the Outpatient Scheduling and Process and Procedures. Front desk duties may vary at each location depending on the clinic’s needs.
• Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.
• Provide comprehensive clerical medical support to the VAMC and all associated sites.
• Maintaining appointment schedules for one or more clinics or units, operating office machines, storing and distributing materials, delivering messages, and adhering to business standards and operating procedures within each respective clinic or ward.
• Collect adequate information before transferring a call to nurse, provider, social work, etc.
• Serves Patient Relations Representative and actively listens to feedback, patient concerns and self-resolve patient complaints and co-worker concerns in a tactful, professional manner.
• Understand the roles and responsibilities of others in the team, participates in team huddles.
• Be courteous and cooperative and to work to achieve the goals of the clinic. This includes professional, constructive, and open communication with supervisor and other employees.
• Listen to concerns of customers and resolve complaints and concerns effectively and promptly within 24 hours for initiation, and resolution within 48-72 hours.
• Demonstrate the ability to adjust to change or work under pressure in a professional pleasant manner.
• Manage and complete assigned work, provide input on work progress and/or impediments.
• Work collaboratively and maintains efficient workflow.
• Receives, reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence.
• Updates patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.
• Ensure that all necessary health/administrative information is integrated into the computerized patient record system (CPRS) or EHRM correctly.
• Retrieve and respond to voicemail within 48 business hours.
• Scheduling appointments and utilizing the Electronic Waiting List accurately and in a timely manner.
• Opening and close clinics daily, updating 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.
• Report malfunctions to Lead MSA/ supervisor within operational day.
• Possess knowledge in use 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 for assigned work.
• Review and use data from reports used to collaborate with team members for patient appointments and communicates scheduling issues to their supervisor.
• Responsible for following scheduling practices, ensuring Veterans are s