This job is contingent on contract award.This Medical Support Assistant role supports the United States Department of Veterans Affairs (VA) South Texas Veterans Health Care System (STVHCS) Care in the Community (CITC) Service. The position focuses on patient access, appointment scheduling, consult processing, referral coordination, and customer service for Veterans across the South Texas Veterans Health Care System service area.This is a remote role within the South Texas Veterans Health Care System service area. Candidates must reside within fifty (50) miles of 7400 Merton Minter Street, San Antonio, Texas 78229. On-site support may be required if the Department of Veterans Affairs determines that direct patient services or workload demand requires it.Regular business hours are Monday through Friday, either 8:00 a.m. to 4:30 p.m. or 7:30 a.m. to 4:00 p.m., excluding federal holidays. Team members work an eight (8)-hour shift coordinated with the Contracting Officer Representative.Key Responsibilities:Schedule, track, and coordinate patient appointments, including required pre-appointment and post-appointment contacts.Process community care consults using HealthShare Referral Manager, Provider Profile Management System, and other required systems.Coordinate and authorize Veteran care with community providers when the Department of Veterans Affairs does not supply, or cannot supply timely, the required care.Validate patient demographic information and support accurate processing of health and administrative information into required Department of Veterans Affairs systems.Screen and respond to telephone inquiries in a courteous and timely manner, collect needed information, and route calls appropriately.Communicate with internal medical providers regarding Department of Veterans Affairs Community Care rules, regulations, and required processes.Use required systems and tools, including Veterans Health Information Systems and Technology Architecture, Computerized Patient Record System, HealthShare Referral Manager, Consult Tracking Manager, Provider Profile Management System, Microsoft Excel, Microsoft Word, Microsoft Outlook, and Microsoft Teams.Support quality customer service for patients, patient families, Department of Veterans Affairs staff, contractors, physicians, fellows, and residents.Follow scheduling practices, referral disposition processes, privacy requirements, information security expectations, and applicable healthcare compliance standards.Protect sensitive information and maintain confidentiality of electronic and printed records.
