Medical Support Assistant

Job Summary

Medical Support Assistants must perform a full range of receptionist duties to our VA community located at the new Oakland VA Outpatient Clinic. Medical Support Assistants are required to deliver high-quality, compassionate, and consistent care to all individuals

Pay Rate

$22.71 + $5.42 H&W Fringe

Duties

• Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.
• Answer the phone within 5 rings and follow appropriate telephone etiquette. Listens attentively to questions and confirms understanding by restating to the caller. Will collect adequate information before transferring a call to providers i.e., nurse, MD, etc
• Has general knowledge of use and check in of all patients via ISS.
• Serves Patient Relations Representative and actively listens to feedback, patient concerns and can self-resolve patient complaints / co-worker concerns in a tactful, professional manner.
• Understands the roles and responsibilities of others in the team, participates in team huddles. All employees are expected to be courteous and cooperative and to work to achieve the goals of the clinic. This includes professional, constructive, and open communication with supervisors and other employees. Performance must demonstrate the ability to adjust to change or work under pressure in a pleasant professional manner.
• Manages and completes assigned work, provides input on work progress and/or impediments, works collaboratively and maintains efficient workflow.
• Receives reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence.
• Continuously update patient demographics, to include phone number, residential and mailing address, insurance capture, email, special preferences.
• Proficiency and daily use of personal computers, Microsoft Suite, CPRS, and ISS. Retrieve and respond to voicemail within 48 business hours.
• Proficiency in opening and closing clinics daily, updating no-shows within 24 hours of appointment. Monitoring incoming and outgoing faxes and mail, in accordance with HIPPA standards
• Provides support to patient aligned care team.
• Knowledge in use of VA and another Computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite.
• Responsible for workflow, completion, and hand-offs for assigned work, for example, the monitoring of two calls and a letter for recall reminders, which may apply to the following reports/metrics, NEAR Report, 90 Day Warning Report, Primary Care Management Module, dual enrollment, and any other access related reports.
• Reviews and uses data from reports, such as 7-day access Performance Measures, PCMM/Dual enrollment, NEARS list, vesting report, 90-day warning, consult management, recall reminders and any other reports used to collaborate with team members for patient appointments and communicate scheduling issues to their supervisor.
• Responsible for mentoring scheduling practices, ensuring 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.
• Knowledge of safety and fire protection, Emergency Code Awareness i.e., Code Blue, Code Silver and SDS policies and procedures.
• Ensure all patients check-in with appropriate two patient identifiers, per policy.
• Always maintains computer and IT security. Accepts full responsibility for all transactions under his / her badge, access and verify codes, and protection or equipment, hardware, or software.
• Uses access security codes only in the performance of official duties.

Qualifications

• Have a High School education or GED equivalent
• Type at least 50 WPM
• Basic medical terminology knowledge
• Minimum 6 months of general clerical experience
• Minimum 6 months experience using computer programs that focus on general scheduling

Location

• Oakland VA Outpatient Clinic (New, EST 2028)

1950 Franklin St

Oakland, CA 94612

Location Hours

• Clinic Hours: Monday -Saturday: 7 am – 5 pm
• Evening Visiting Hours: Monday – Friday: 5 pm – 10 pm

Please note: this position is notional and contingent upon the award of a government contract.

About Notional Opportunities:

Notional opportunities are roles in the planning stages and contingent on contract awards. By applying to notional positions, you can express early interest, enhancing your employment prospects and positioning yourself at the forefront of potential job opportunities. This proactive approach gives you an edge and boosts your visibility to employers, making it a strategic choice for those eager to explore future roles and expand their professional network.

About Loyal Source

Loyal Source provides healthcare and technology solutions designed to improve outcomes and support mission-critical operations. Guided by innovation and purpose, we help organizations achieve success across complex challenges worldwide. Loyal Source is a military friendly employer and proud partner of the Military Spouse Employment Partnership program.

Loyal Source uses AI‑powered voice screening as part of our application process. After you apply, you will receive a brief qualification survey via text or email. Candidates who meet the position requirements will then be invited to complete a quick AI‑powered voice assessment. This easy, no‑scheduling‑required process helps us and the candidate move the hiring process forward faster.

We are committed to providing equal employment opportunities to all applicants. If you have a disability or medical condition and need a reasonable accommodation to participate in this step of the hiring process, you may request an alternative method or accommodation at any time by contacting Human Resources at View email address on click.appcast.io.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation by contacting HR at View email address on click.appcast.io. If you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability, please select the accessibility menu to the (right or left) for more assistance. You can also request reasonable accommodations by contacting a telecommunications relay service by dialing 711 for direct access and assistance (tty).

This contractor and subcontractor abides by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors.