Medical Support Specialist

Medical Support Assistant

Jamison Professional Services, Inc. (“Jamison”) is currently seeking a qualified and motivated candidate for this position.

Job Title: Medical Support Assistant (MSA)

DESCRIPTION OF SERVICES: The Medical Support Assistant is responsible for the performance and coordination of appointment scheduling.

• 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. Listens attentively to questions and confirms understanding by restating to the caller. Will collect adequate information before transferring a call to nurse, provider, social work, etc.
• MSA has general knowledge of use and check in of all patients via Patient Check-in (PCI).
• 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 supervisor and other employees. Performance must demonstrate the ability to adjust to change or work under pressure in a professional pleasant manner.
• MSA 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.
• MSA will continuously update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.
• Proficiency and daily use of personal computers, Outlook, Teams, ISS, VISTA, CPRS, PCI, HSRM, PPMS and Consult Tracking Management (CTM).
• Proficiency in updating no-shows within 24 hours of appointment. Monitoring incoming and outgoing faxes and mail, in accordance with HIPPA standards.
• MSA provides support to patient aligned care team.
• Knowledge in use of VA software such as CPRS, ISS, VISTA, CTM, PCI, HSRM, PPMS, and Advanced MSA is 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.
• MSA routinely reviews and uses 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 scheduled within the VA guidelines.
• Responsible for meeting all Compliance and Business Integrity standards regarding ICB and scheduling accuracy.
• Ensure compliance with VA Community Care scheduling processes.
• Responsible for meeting all workload requirements and timeliness.
• 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.
• Ensure all patients are identified with two appropriate 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.
• Accepts full responsibility for protecting electronic and printed files containing sensitive information.
• Protects information from unauthorized release, loss, alteration, or deletion, following applicable regulations and instructions in the computer access agreement.
• Contr…