STG International (STGi) is currently seeking a Medical Support Assistant to provide services at our Community Based Outpatient Clinic_. _The general duty of the Medical Support Assistant is to provide clerical and administrative support for the Community Based Outpatient Clinic (CBOC). Responsibilities would include:

ESSENTIAL FUNCTIONS:

• Manages the schedules and treatment of CBOC patients.

• Maintains electronic logs/files in conjunction with the consult/appointment process.

• Greets and checks in patients, updating records as necessary.

• Coordinates patients' schedules and clinic flow.

• Performs clerical and administrative functions to maintain patient data.

• Schedules new and established patient appointments.

• Tracks and facilitates completion of encounters and consults.

• Participates in PACT team huddles and team meetings to manage and plan patient care.

• Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work).

• Manages electronic wait list to verify and validate accuracy and resolve issues.

• Performs administrative follow up actions.

• Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care.

• Evaluates patient information and clinic schedule lists to determine whether patient is vested.

• Gathers information and collects/compiles data to meet the needs of the service.

• Deals effectively with individuals who may be ill, irritable, or otherwise hard to please.

• Maintains alertness to patients requiring immediate treatment.

• Extends a high degree of customer service to patients, other contractor staff, Subcontractor(s) staff and personnel, and Veterans Affairs Medical Center (VAMC).

• Conducts initial screen of patients, including veteran eligibility and active enrollment in the VA Primary Care Program.

• Verifies that required appropriate individual has completed CBOC/VA paper work.

• Schedules and notifies patients of follow-up appointments/referrals.

• Assists in the coordination of supplies/equipment.

• Assists in maintaining the Veteran Health Information Systems and Technology Architecture (VISTA) clinic reminder tracking system current for each enrolled patient.

• Assists the CBOC Clinic Manager in ensuring that all required reports are completed in an accurate and complete fashion.

• Acts as a liaison between contractor and the VAMC.

• Participates in the ongoing Performance Improvement Program between STGi and VAMC.

• Complies with all federal, state, local, Joint Commission, Occupational Safety and Health Administration (OSHA), Veteran Affairs, STG and subcontractor safety and operational regulations, directives and standards.

• Maintains confidentiality of all information and support patients’ privacy, patients’’ rights, and safety.

• Performs other work-related duties as assigned.

• Perform a full range of phlebotomist duties to include proper venipuncture and finger-stick and heel-stick procedures using appropriate techniques, and perform set-up and completion of special test-related phlebotomy procedures utilizing appropriate techniques. Ensure that all aspects of patient accessioning, specimen collection, processing, and distribution are performed properly.

• Conduct patient in-processing prior to specimen collection, including review of paperwork accompanying patients and cordial guidance and assistance.

• Assemble equipment, such as tourniquet, needles, and disposable containers for needles, blood collection devices, gauze, cotton, and alcohol on work tray, according to requirements for specified tests or procedures.

• Verify or record identity of patient or donor and converses with patient or donor to allay fear of procedure and conduct interviews, take vital signs, and draw and test blood samples to screen donors at blood bank.

• If applicable, provide technical oversight and training to ensure that all invasive procedures (venipuncture, capillary puncture, clotting time, etc.) performed in the laboratory are done in the safest, most sanitary, and expeditious manner, with minimal discomfort for the patient.

• Perform phlebotomy-related administrative and clerical procedures of the Front Desk Section of the lab and fully document all samples obtained per the laboratory’s standard operating procedures; maintain the supply inventory and cleanliness of the front desk and phlebotomy area.

• Perform non-phlebotomy-related administrative and clerical support in various areas of the clinic as needed (front desk, exam rooms, Telehealth, etc.).

• Provide instruction on patient centered specimen collection (24-hour urine, occult blood testing, semen analysis, etc) and special requirements necessary for laboratory-collected specimens (fasting requirements, special diets, etc.).

• Demonstrate knowledge of all aspects of phlebotomy and collection of adequate clinical specimens and utilize “age-specific” techniques to obtain specimens from infants and the elderly, if applicable.

• Demonstrate knowledge of the type and severity of patient reactions, including, but not limited to, syncope, vomiting, and unconsciousness and the procedures for such instances. Counsel patients on care of post-phlebotomy complications (i.e. hematomas).

• Provides general clerical/administrative support coordination work for the unit..

• Perform other work related duties.

Required Skills

• Must have sufficient front office experience.
• Knowledge of skills to perform all secretarial/clerical support tasks (typing, filing).
• Knowledge of basic methods and procedures and complex methods for coordinating and scheduling clinical care.
• Skill and precision in use of the tools, materials and equipment, to include expert knowledge of telehealth technologies appropriate for each type of visit and how to troubleshoot technical issues that may arise with the technology.
• Minimum of two (2) years of current medical and clerical experience working in a similar environment. (Outpatient clinical and/or other hospital experience preferred).
• Excellent customer service and communication techniques related to population.
• Knowledge of specialized terminology associated with the work in the facility and in-depth knowledge of the terminology used in Primary care practice.
• Ability to follow orders and works under close supervision, while demonstrating initiative and independence.
• Ability to provide educational material to patients and/or families regarding proper e health care activities, such as giving injections, taking blood pressures, etc.
• Effective verbal and written communication skills along with proper telephone etiquette.
• Knowledge of Microsoft Office Software, Electronic Medical Records and computer maneuverability.
• Must have exceptional diplomatic communication skills and experience in handling difficult customer situations.
• Must be detailed oriented and have the ability to multi-task.

Required Experience

• High school diploma or GED.
• Cardiopulmonary Resuscitation (CPR)/ Basic Life Support (BLS) from AHA or MTN preferred.
• Minimum of two (2) years of current clinical experience working in a similar environment as a phlebotomist.
• Possess and maintains a current certification and registration as a Phlebotomy Technician from the American Society of Clinical Pathology (PBT-ASCP), or a current certification and registration as a Phlebotomy Technician from the American Medical Technologist (RPT-AMT)
• Possess Basic Life Support (BLS)/Cardiopulmonary Resuscitation (CPR).
• Possess knowledge of medical terminology, allowing test requests and results to be understood and communicated.
• Knowledge of the type and severity of patient reactions, including, but not limited to, syncope, vomiting, and unconsciousness and the procedures for such instances.
• Must have exceptional diplomatic communication skills and experience in handling difficult customer situations.
• Must be detailed oriented and have the ability to multi-task.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Moderate physical activity. Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.
• Work is normally performed in a typical interior/office work environment.
• Required to respond to any medical emergency within the clinic, where a fast walk or job may be necessary to provide assistance.

• Must have sufficient front office experience.
• Knowledge of skills to perform all secretarial/clerical support tasks (typing, filing).
• Knowledge of basic methods and procedures and complex methods for coordinating and scheduling clinical care.
• Skill and precision in use of the tools, materials and equipment, to include expert knowledge of telehealth technologies appropriate for each type of visit and how to troubleshoot technical issues that may arise with the technology.
• Minimum of two (2) years of current medical and clerical experience working in a similar environment. (Outpatient clinical and/or other hospital experience preferred).
• Excellent customer service and communication techniques related to population.
• Knowledge of specialized terminology associated with the work in the facility and in-depth knowledge of the terminology used in Primary care practice.
• Ability to follow orders and works under close supervision, while demonstrating initiative and independence.
• Ability to provide educational material to patients and/or families regarding proper e health care activities, such as giving injections, taking blood pressures, etc.
• Effective verbal and written communication skills along with proper telephone etiquette.
• Knowledge of Microsoft Office Software, Electronic Medical Records and computer maneuverability.
• Must have exceptional diplomatic communication skills and experience in handling difficult customer situations.
• Must be detailed oriented and have the ability to multi-task.