Established in 1994, NiteLines USA has successfully delivered contract support services to more than 144 government institutions and medical treatment facilities across the country. We’re a dynamic and growing organization, offering a wide range of employment opportunities. We are seeking professionals and dedicated individuals to be part of our team, where integrity, respect, accountability, and collaboration are among our core principles. Work with a dedicated and caring organization and start doing your life's best work.

Medical Support Assistant

Pay rate: $18.75 hr

Duration: 1 year contract.

Location: Sheridan VAMC 1898 Fort Road Sheridan, WY 82801

Clinic Hours: Will work 8 hour shifts between regular business hours: Monday – Friday 7:00am – 6:00pm excluding federal holidays.

• Works with Lead Scheduler and scheduling/reception team to ensure all schedulers/receptionists are competent and represent the VA in a positive, proactive demeanor.
• Works with Lead Scheduler to achieve all patient communications are completed on time and appropriately.
• Coordinates and authorizes Veteran care with community providers that the VA does not supply or cannot supply timely.
• Communicates with internal medical providers on rules and regulations for VA Community Care and advises on appropriate processes.
• Personnel shall notify their contracting supervisor when automated systems are not performing as needed.
• Validates and update patient demographic information.
• When records are received, the incumbent will ensure that all necessary health/administrative information are processed to be integrated into Computerized Patient Record System (CPRS) and the Veterans Health Information Systems and Technology Architecture (VISTA).
• Properly processes community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems and/or other systems as needed.
• Screens/receives phone calls in a courteous and timely manner.
• Responds to telephone inquiries regarding delivery of services.
• Daily computer use of Microsoft office products to include Excel, Word, Outlook & Microsoft Teams.
• Perform appointment scheduling, tracking, pre- and post- appointments contacts as required
• The contractor provides quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents.
• Other duties as assigned.

Qualifications:

• Shall be a resident of the United States of America.
• Have a High School education or GED equivalent
• Oral and written proficiency with English
• Basic computer skills
• Type at least 50 WPM
• Have no health or physical disability restrictions that interfere with the performance of assigned duties
• Basic medical terminology knowledge
• Minimum 6 months customer service experience.

PERFORMANCE STANDARDS

• 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 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 VetLink.
• 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 VA Staff. Performance must demonstrate the ability to adjust to change or work under pressure in a pleasant professional 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, VISTA, CPRS, Lync, VetLink, and Consult Tracking Management (CTM). 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.
• MSA provides support to patient aligned care team.
• MSA has general oversight of the VA Point of Service VetLink. He/she reports malfunctions to the Lead MSA/ supervisor, who is monitored based on patient check-in flow and feedback, within operational day.
• 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.
• 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.
• 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 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.
• Shall complete all mandatory training required by VAMC policy.
• Shall be aware of all laws, regulations, policies, and procedures relating to Privacy, Confidentiality and HIPPA and comply with all standards.
• Shall maintain zero (0) breaches of privacy or confidentiality.
• MSA staff shall complete all performance standards within VA guidelines.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.