Essential Duties and Responsibilities
- Schedule, cancel, reschedule, and coordinate patient appointments in accordance with VA scheduling policies and VHA Directive 1230.
- Review, track, and respond to electronic orders, consults, recalls, referrals, and other elements of the electronic medical record.
- Perform patient check-in and check-out functions and continuously validate demographic, insurance, next-of-kin, and emergency contact information.
- Coordinate and authorize Veteran care with community providers when services are not available or cannot be provided timely by the VA.
- Process community care consults using HealthShare Referral Manager, Provider Profile Management System, and other assigned VA systems.
- Ensure received records and required administrative information are properly processed for integration into CPRS and VistA.
- Answer incoming telephone calls within established standards, respond to inquiries, retrieve voicemail, and route calls appropriately.
- Complete pre-appointment and post-appointment contacts, reminder calls, no-show follow-up, and related correspondence.
- Provide courteous and professional customer service to Veterans, family members, VA staff, providers, residents, fellows, and contractors.
- Monitor incoming and outgoing faxes, mail, clinic schedules, and assigned workload while protecting sensitive information.
- Participate in team huddles, communicate work progress or impediments, and collaborate with Lead MSAs and clinical teams.
- Perform other related duties as assigned.
Required Qualifications
- United States citizenship.
- High school diploma or GED equivalent.
- Proficiency in spoken and written English.
- Basic computer skills and ability to use Microsoft Word, Excel, Outlook, and Teams.
- Ability to type at least 50 words per minute.
- Basic knowledge of medical terminology.
- Minimum of six months of customer service experience.
- Ability to perform assigned duties without health or physical restrictions that interfere with job performance.
- Ability to successfully complete VA background investigation, fingerprinting, credentialing, and PIV requirements.
Preferred Qualifications
- Previous experience in a VA, hospital, clinic, medical office, call center, or community care environment.
- Experience with CPRS, VistA, ISS, HSRM, PPMS, CTM, Insurance Capture Buffer, or other electronic health record and scheduling systems.
- Experience handling protected health information and working in a HIPAA-regulated environment.
Training and Security Requirements
- Complete all required VA privacy, information security, HIPAA, scheduling, compliance, and system training.
- Successfully obtain and maintain a favorable Low Risk/NACI background investigation and VA PIV credential.
- Protect electronic and printed files containing sensitive information and maintain zero privacy or confidentiality breaches.
- Complete required infection-control documentation and provide proof of required screenings and immunizations for onsite assignments.
Performance Expectations
- Provide professional, cooperative, and helpful service to internal and external customers.
- Answer telephone calls within five rings and use appropriate telephone etiquette.
- Meet VA workload, timeliness, appointment scheduling, and quality standards.
- Accurately update patient information and complete assigned work within established VA guidelines.
- Maintain full responsibility for all activity performed under assigned system access, badge, and verification codes.
Work Environment and Schedule
Regular business hours are generally Monday through Friday, 8:00 a.m. to 4:30 p.m. Mountain Time, excluding federal holidays.
Pay: $22.99 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Application Question(s):
- Do you have a REAL ID (w/ star in upper right) or a valid US Passport?
Education:
- High school or equivalent (Preferred)
Experience:
- Receptionist, Front Desk or Call Center: 3 years (Required)
- VA, hospital, medical office or call center environment: 2 years (Preferred)
Work Location: Remote
