We are looking for a passionate and caring Medical Support Assistant (MSA) to join our team of skilled professionals and provide patient appointing services to our veterans and their families at Naval Medical Center Portsmouth (NMCP) and its ten Branch Medical Clinics (BMCs).
Great opportunity to be credentialed with a federal healthcare organization!
SUMMARY
Medical Support Assistant (MSA) will provide Patient Appointing Services (PAS) in support of Military Treatment Facilities (MTFs) in the Tidewater, Virginia area that will significantly enhance appointing procedures and improve service to its customers. The referenced MTFs in the Tidewater area throughout this document are: Naval Medical Center Portsmouth (NMCP) and its ten Branch Medical Clinics (BMCs), (Boone, Dam Neck, TPC Northwest, TPC Chesapeake, TPC VA Beach, TPC Suffolk, BHC Norfolk, BHC Yorktown, MSC NNSY and NMCP MHP clinics); Langley Air Force Base Medical Group; McDonald Army Health including the Williamsburg clinic, its two Troop Medical Clinics (TMCs), and Ft. Story health clinic. The MSA shall perform the appointment process to include scheduling, rescheduling, and/or cancelling appointments as needed, including appointments for consult/referral specialty care in a Medical Treatment Facility (MTF), a civilian facility, via telephone or secure messaging. MSA responsibilities also include facilitating the recapture of MTF direct care capabilities, tracking the referral to closure, and returning all results of treatment to a clear, legible, Health Insurance Portability and Accountability Act (HIPAA) compliant report of the patient’s medical record (CLR).
WORK SCHEDULE
- 40 hours per week
- Hours of operation: Monday – Friday from 10:30am to 7:00pm; and Holidays (except Christmas Day) from 7:00am to 3:30pm
- Mission essential
ESSENTIAL DUTIES & RESPONSIBILITIES
- Make clinical appointments and coordinate appointments with other direct care facilities as required. Appointments shall be made following MTF-provided appointing criteria and comply with Military Health System (MHS) access to care standards.
- Maintain appointment schedules, including after hours and secure messaging services.
- Validate eligibility through appropriate booking through Defense Eligibility Report System (DEERS). Register Patients not found in the computer system (newborns, etc.)
- Maintain accurate and up-to-date patient schedules and logs utilizing MHS Genesis system tools.
- Validate basic patient demographic information prior to booking appointment for patients and make required updates to ensure booking to proper Primary Care Manager (PCM).
- Contact patients to schedule, reschedule, and/or cancel appointments. Promote consult/referral specialty medical care -within the MTF or to civilian facilities.
- Assist in preparation of patient notices for appointment reminders, no shows, or reschedule/cancellations.
- Ensure delinquent and non-count appointments shall be resolved daily by end-of-day processing.
- Ensure the Patients’ booking clerks are familiar with the appointing system process order of precedence for an appointment search for PCM booking.
- Document patient refusals with appropriate standard refusal codes.
- Answer calls within 5 seconds with the goal of a one call resolution to the Patient’s needs. Continually work to reduce call abandonment rates.
- Provide proper instructions to Patients calling after hours.
- Gather all pertinent information from patients who request to be connected to an afterhours, Provider On-Call, before making the connection.
- Manage secure messaging inboxes for each MTF and schedule appointments utilizing MHS Genesis. Once appointments are made, return a secure message to the patient notifying him/her of the appointment date, time and any other pertinent instructions.
- Clear and Legible Report (CLR) PAT will track all MTF generated initial specialty care and urgent care referrals that were deferred to the network until closure.
- Capture the CLR as soon as a claim is discovered or requested by the referring provider.
- Check applicable claims database(s), when CLRs are undocumented in patient records and manage assigned CLRs to closure.
- Notify referring provider of patient referral cancellations.
- Enter assigned referrals in CHCS as “Deferred Results Received,” and notify the referring provider of all closed CLRs.
- Process all assigned CLRs placed in the e-FAX, or designated network folder by MTFs.
MINIMUM QUALIFICATIONS
- High School Diploma or GED required
- U.S. Citizen
- At least 6 months of experience in a customer service related industry. Training and experience in medical office scheduling preferred.
- Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC).
- Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff.
SPECIAL SKILLS
- General medical ethics, telephone etiquette, written/verbal & electronic communication.
- Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).
- Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, appointment booking, and policy training in a trainer-to-trainer format.
- Possess or complete TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.
- Possess or complete MHS Genesis training.
- Possess or complete training on the MHS Genesis function and the MHS Genesis appointing function
- Possess or complete training on the secure messaging platform and be capable of managing inbox volume.
- Excellent communication, interpersonal and customer service skills.
- Able to define problems and obtain solutions.
WORK ENVIRONMENT
Work is performed primarily in an office setting. Employee will be exposed to a wide variety of people in differing functions, personalities and abilities.
PHYSICAL DEMANDS
Frequent sitting, using hands/fingers, handling, reaching with hands and arms, talking, hearing and seeing up close, at a distance, along the periphery, with depth perception and the ability to adjust focus; occasional walking or standing, occasional lifting of up to 30 lbs. It is Katmai business philosophy and practice to provide reasonable accommodations, in accordance with applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
Compliance Statement:
We are a VEVRAA Federal Contractor We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders, and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i). Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.
Job Type: Full-time
Pay: $17.20 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Vision insurance
Work Location: In person
