Medical Support Assistant

This position is contingent on contract award.This Medical Support Assistant role provides administrative, clerical, receptionist, customer service, scheduling, documentation, and escalation support for Department of Veterans Affairs Puget Sound Health Care System Community Care functions.The role supports consult intake, outreach to Veterans and providers, appointment scheduling, patient record documentation, and issue escalation in accordance with Standard Operating Procedures, Veterans Health Administration directives, and contract performance standards.Location: Remote from a contractor-provided work location. If directed, on-site support may occur at the American Lake or Oxbow campus. The role supports Department of Veterans Affairs Puget Sound Health Care System Community Care services across Seattle, American Lake, Oak Harbor, Mount Vernon, Everett, Auburn, Olympia, and Puyallup.Schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Pacific Time, excluding Federal holidays, unless otherwise directed by the Contracting Officer or Contracting Officer Representative.Key Responsibilities:Process Community Care consult intake, conduct outreach to Veterans and providers, schedule appointments, document actions, and escalate issues according to Veterans Health Administration directives and Standard Operating Procedures.Maintain appointment schedules for clinics or units, use the Electronic Waiting List accurately and timely, and schedule appointments with patient input by phone or in person.Review active and pending consults, the Electronic Wait List, Recall list, and Audio Care communications daily for accuracy and disposition.Support clinic access workflows by adjusting appointment times, locations, or dates and notifying the Department of Veterans Affairs Shift Supervisor when access or mandated scheduling timeframes require escalation.Provide professional front-line service by answering inquiries, addressing concerns, screening calls, determining the nature of requests, and directing patients, family members, staff, and others to the appropriate resource when needed.Validate and update demographic information during patient interactions, verify patient identity using two forms of identification, and collect, scan, and update health insurance information.Enter required health and administrative information accurately in the Computerized Patient Record System or Electronic Health Record Modernization environment and maintain required documentation and data integrity standards.Communicate tactfully and effectively with internal and external customers while supporting interdisciplinary coordinated care delivery and protecting Department of Veterans Affairs sensitive personal information and Protected Health Information.