Administrative - Medical Support Assistant (MSA)

Medical Support Assistant (MSA)

Contract/Facility: VA Eastern Colorado Health Care System (ECHCS)

Location: ECHCS locations, Colorado

Contract Type: Government (VA)

Job Summary

The Medical Support Assistant (MSA) - Scheduler/Receptionist performs and coordinates appointment scheduling and front desk/reception functions in accordance with VA scheduling requirements. The role supports direct patient services by scheduling and tracking appointments, completing pre- and post-appointment contacts, receiving and responding to telephone inquiries, validating patient demographic information, and providing courteous customer service to Veterans, families, VA staff, contractors, physicians, fellows, and residents.

The MSA also supports VA Community Care processes by coordinating and authorizing Veteran care with community providers, processing consults and related health/administrative information in VA systems, and communicating with internal medical providers regarding applicable Community Care rules and procedures. Daily work requires accurate use of VA and Microsoft systems, protection of sensitive information, timely completion of workload, and compliance with VA scheduling, privacy, security, training, and performance standards.

Essential Functions

• Performs appointment scheduling, tracking, and required pre- and post-appointment contacts; follows VA scheduling practices and ensures Veterans are scheduled within applicable VA guidelines.
• Provides front desk and reception support; screens and receives telephone calls courteously and timely; responds to service-delivery inquiries; retrieves and responds to voicemail within 48 business hours; and provides quality customer service to patients, families, and VA personnel.
• Coordinates and authorizes Veteran care with community providers when VA care is unavailable or cannot be provided timely; processes Community Care consults and records in HSRM, PPMS, CPRS, VistA, CTM, ISS, and other required systems; validates and updates patient demographics, insurance, emergency contact, and next-of-kin information.
• Perform additional duties as assigned

Qualifications

• Must be a U.S. citizen and meet all PWS personnel, security, training, and performance requirements for Medical Support Assistant services.
• Minimum six (6) months of customer service experience required.
• High school diploma or GED equivalent required.
• No professional license or certification is specified; required VA training, privacy/HIPAA training, scheduling training, and other assigned mandatory TMS courses must be completed.
• Basic medical terminology knowledge required; knowledge of VA scheduling practices, Community Care processes, patient check-in, and applicable VA policies and procedures is required for successful performance.
• Must maintain working knowledge of VA software and workflows including CPRS, VistA, ISS, CTM, HSRM, PPMS, and Insurance Capture Buffer (ICB), as applicable to the assigned work area.
• Daily proficiency with personal computers and Microsoft Office products, including Excel, Word, Outlook, and Microsoft Teams, is required.
• Must be proficient in the daily use of Outlook, Teams, VistA, CPRS, ICB, Lync, ISS, CTM, and other VA systems required for the assignment.
• Must type at least 50 words per minute and possess basic computer skills.
• Ability to accurately schedule and track appointments, manage assigned workload, monitor no-shows, open and close clinics, process consults, and maintain efficient workflow within VA timeliness standards.
• Ability to understand and follow VA regulations, scheduling requirements, privacy/confidentiality requirements, information security rules, infection-control requirements, and other applicable policies and procedures.
• Ability to review, prepare, and maintain incoming and outgoing correspondence with correct punctuation, spelling, grammar, format, and style.
• Ability to communicate clearly with Veterans, patient families, providers, VA staff, contractors, and other customers; collect adequate information and respond or route inquiries appropriately.
• Oral and written proficiency in English required.

Core Competencies

• Consistently demonstrates courteous, professional, cooperative, and helpful service to internal and external customers.
• Detail-oriented and accurate when maintaining patient demographics, scheduling information, correspondence, records, and consult documentation.
• Self-directed and able to manage assigned work, meet workload and timeliness requirements, and maintain efficient workflow.
• Able to resolve routine patient or coworker concerns tactfully, identify impediments, report system issues, and address unusual or complicated problems within established guidelines.
• Maintains high ethical standards and strict compliance with privacy, confidentiality, HIPAA, information security, and records-management requirements.
• Works collaboratively, participates in team huddles, understands team roles, and communicates professionally and constructively with the COR and other VA employees.
• Focuses on timely completion of scheduling and workload requirements while supporting quality customer service and efficient clinic operations.
• Works independently, uses sound judgment, adapts to change and pressure in a professional manner, and provides leadership or shares knowledge within appropriate guidelines when immediate supervision is not available.

Supervisory Responsibility

• No direct supervisory responsibility is specified for the MSA position.
• The MSA may work independently, provide leadership, and share knowledge within appropriate guidelines when supervisors are located away from the work area.
• All supervision of contractor personnel is the responsibility of the contractor; the Government does not provide supervision or act in a supervisory role.

Travel

• Routine travel is not authorized for performance of this contract. Must be located within 50 miles of the facility
• MSA services are expected to be provided onsite unless otherwise stated by the contract.
• Limited travel may be required for fingerprinting, PIV pickup, or IT equipment at the closest VA facility able to provide the service.
• No other regular, cyclical, or annual travel requirement is specified in the PWS.

Accountability

• All work will be performed according to company policies and standards, as well as in the spirit of the company's mission
• Adhere to the company's code of conduct

Expected Hours of Work

Your work schedule may vary depending on the contract with the Client. Your start time should be discussed and approved by your facility supervisor if you wish to deviate from the normal operating hours. Employees may be required to work additional hours in order to successfully complete work obligations. Employees are required to obtain prior approval from their facility supervisor before working overtime.

Monday-Friday 8:00am-4:30pm (30-minute lunchbreak)

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in a clinical environment, which may involve exposure to moderate noise levels. Work involves operation of personal computers and clinical equipment, as well as working directly with patients daily.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work includes physical demands associated with a traditional clinical setting such as talking, listening, reading, writing, typing, walking, standing, sitting, manual dexterity, visual acuity, reaching, climbing, grabbing, pushing, pulling, lifting (as required for assigned duties), bending, kneeling, and other physical functions as necessary.

EEO Statement

EGA is an Equal Employment Opportunity employer and provides equal opportunity to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin or ancestry, religion (including Executive Order 13899 protection against anti-Semitism), age (40 and over), sex (including gender identity, transgender status, and sexual orientation), parental status (including limitations related to pregnancy, lactation, childbirth, or related medical conditions), political affiliation, citizenship status, genetic information (including family medical history, genetic testing and services, and genetic characteristics), disability (physical or mental), veteran status or military service history or status, or any other non-merit-based characteristic protected by federal, state or local laws. All employment decisions are based on business needs, job requirements, and individual qualifications.

ADA Compliance

Consistent with the Americans with Disabilities Act (ADA), it is the policy of EGA Associates, LLC to provide reasonable accommodation when requested by a qualified applicant or employee