MEDICAL SUPPORT ASSISTANT SERVICES

1. Works with Lead Scheduler and scheduling/reception team to ensure all schedulers/receptionists are

competent and represent the VA in a positive, proactive demeanor.

2. Works with Lead Scheduler to achieve all patient communications are completed on time and

appropriately.

3. Coordinates and authorizes Veteran care with community providers that the VA does not supply or cannot supply timely.

4. Communicates with internal medical providers on rules and regulations for VA Community Care and

advises on appropriate processes.

5. Personnel shall notify their contracting supervisor when automated systems are not performing as

needed.

6. Validates and updates patient demographic information.

7. When records are received, the incumbent will ensure that all necessary health/administrative

information is processed to be integrated into the Computerized Patient Record System (CPRS) and the

Veterans Health Information Systems and Technology Architecture (VISTA).

8. Properly processes community care consults via HealthShare Referral Manager (HSRM) and Provider

Profile Management System (PPMS) systems and/or other systems as needed.

9. Screens/receives phone calls in a courteous and timely manner.

10. Responds to telephone inquiries regarding the delivery of services.

11. Daily computer use of Microsoft Office products, including Excel, Word, Outlook & Microsoft

Teams.

12. Perform appointment scheduling, tracking, pre- and post-appointment contacts as required.

13. Provides quality customer service for all patients; patient families; VA Staff, contractors, physicians,

fellows, residents.