NEEDED: ADMINISTRATIVE MEDICAL SUPPORT ASSISTANT (MSA)

LOCATIONS:

• 4150 Clement St, San Francisco, CA 94121
• 2221 Martin Luther King Jr Way, Oakland, CA 94612
• 15145 Lakeshore Dr, Clearlake, CA 95422
• 930 W Harris St, Eureka, CA 95501
• 3841 Brick way Blvd, Santa Rosa, CA 95403
• 2285 Challenger Way, Santa Rosa, CA 95407
• 525 21st St, Oakland, CA 94612
• 630 Kings Ct, Ukiah, CA 95482
• 1001 Sneath Ln Suite 300, San Bruno, CA

STATUS: PRN, ON-CALL, AS-NEEDED (not to exceed 40 hours per week)

HOURS: Monday – Friday 8:00am – 4:30pm

QUALIFICATIONS:

• US Citizen / Resident of the United States of America.
• Should have 6 months to a year experience to apply for an Medical Support Assistant position
• Ability to speak clearly, hear and write English.
• Utilize computer programs appropriately, usually involving spreadsheets, word processing, etc.; log in; type 45-60 wpm with minimum errors.
• Heavy phone and computer usage, often simultaneously.
• Familiarity with medical terminology, hospital terminology and/or clinics. 
• Technical Proficiency:  Shall be technically proficient in the skills of Microsoft Excel, Microsoft Outlook, Microsoft Word Document and have an understanding on how medical computer systems operate necessary to fulfill the government’s requirements. Required to provide documents as needed to verify current and ongoing competency, skills, related to the provision of care, treatment and/or services performed within the medical center.
• Ability to pass a required level of security clearance

RESPONSIBILITIES:

• 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 providers i.e., nurse, MD, etc.
• 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 supervisor and other employees.  Performance must demonstrate the ability to adjust to change or work under pressure in a professional pleasant 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.
• Will continuously update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.
• Proficiency and daily use of personal computer, Outlook, Vista, Lync, VetLink, and GuiMail. 
• Retrieve and respond to voicemail within 48 business hours.
• Proficiency in operationally 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 assists, mentors MSA’s on VetLink procedures, reports malfunctions to Lead MSA/ supervisor, who is monitored based on patient check-in flow and feedback, within operational day.
• Knowledge in use of VA and another 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 Electronic Wait List maintenance, NEAR Report, 90 Day Warning Report, Primary Care Management Module, dual enrollment, and any other access related reports. 
• Routinely 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 communicates 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.
• Demonstrates 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.  Responsible 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.
• Responsible 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.

BENEFITS: (Based on hours worked) Potential for accrued vacation, accrued sick leave, 11 paid federal holidays, 401K opportunity, and Health Benefits contribution.