Medical Support Assistant - Hampton

Description of Services

The Medical Support Assistant (MSA) provides administrative and customer service support within VA medical facilities, assisting clinical and administrative departments with patient scheduling, reception, electronic medical records (EMR), community care coordination, eligibility and enrollment, release of information, and travel reimbursement processing. The MSA plays a key role in ensuring efficient operations while delivering exceptional service to Veterans, healthcare providers, and staff.

Responsibilities

• Schedule, reschedule, and cancel patient appointments and consultations while maintaining accurate scheduling records.
• Monitor appointments, consults, recalls, no-shows, and electronic alerts using VA scheduling systems.
• Enter, update, and maintain patient information within Electronic Medical Records (EMR), including scanning and indexing medical records and insurance documentation.
• Provide exceptional customer service by greeting Veterans, answering inquiries, and directing patients to the appropriate departments.
• Answer incoming calls, place outgoing calls, and assist patients with appointment coordination and general administrative questions.
• Assist patients with Release of Information (ROI) requests and My HealtheVet registration, authentication, and secure messaging.
• Process patient travel reimbursement claims, review eligibility, assist with transportation arrangements, and reconcile travel-related documentation.
• Support Community Care by coordinating appointments with community providers, documenting appointment information, obtaining medical records, and ensuring records are properly uploaded to the patient's medical record.
• Provide administrative support to Eligibility, Health Information Management (HIM), and other clinical and administrative departments as assigned.
• Maintain patient confidentiality and comply with HIPAA, VA policies, and all applicable privacy regulations.
• Adapt to changing priorities, support multiple clinics or departments as needed, and work independently while managing multiple tasks in a fast-paced healthcare environment.

Required and Desired Knowledge, Skills, and Abilities

• Be a U.S. citizen.
• Be proficient in spoken and written English.
• Demonstrate excellent customer service, communication, and interpersonal skills.
• Maintain professionalism, courtesy, and confidentiality in accordance with HIPAA requirements.
• Be able to work independently, prioritize multiple tasks, and exercise sound judgment.
• Be proficient with computers, including Electronic Health Records (EHR), scheduling systems, Microsoft Office, and other office software.
• Type a minimum of 40 words per minute.
• Have basic knowledge of computerized patient record systems and standard office equipment.
• One (1) year of clerical, administrative, office support, or customer service experience as MSA; or

Schedule and Pay

• Location: Hampton, VA 23667
• Schedule: 8-hour shift with a one-half (½) hour lunch period, Monday - Friday
• Hourly Rate: $17.94 + Benefits
• Clearance Level Required: Employment is contingent upon successfully completing any required background checks, in accordance with applicable law.