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Job Title: Advanced Medical Support Assistant (Call Center)
Location: Glendale, CO
Work Hours: 40/week [Full-Time]
Travel: N/A
Total Pay: Base:$22/hr (+) Up to $4.41/hr for SCA / [Max Pay: $26.41/hr]
THIS POSITION IS 100% ADMINISTRATIVE [ONSITE] AT A CALL CENTER LOCATION
Introduction:
The purpose of this Call Center position is to provide follow-up outpatient administrative medical/scheduling support services.
Responsibilities: The position is responsible for the following functions:
1. The Advanced Medical Support Assistant (AMSA) position is fully administrative/clerical. The Advanced Medical Support Assistant will work from the Call Center Site to provide support to Veterans virtually and over the phone.
2. The Advanced MSA works virtually and over the phone collaboratively in an interdisciplinary coordinated care delivery model and performs all specialty settings
3. Daily review of active/pending/scheduled Community Care consults in CPRS, Third party portal for accuracy and disposition.
4. Maintain effective communication with patient, interdisciplinary team, and outside providers, when necessary to process secure messages with patient and Client staff.
5. Explain to patient and their family members procedures on the phone
6. Participates in huddles or meeting with other interdisciplinary members to manage and plan patient care/flow.
7. Enter appropriate information into patient record
8. Administrative follow-up and problem solving for administrative issues. The Advanced MSA plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues.
9. Inform physicians about patients and appointments at other facilities. Educates providers about shared patients (those who receive their care at multiple centers or those who have care in the community)
10. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care.
11. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration.
12. Generates patient workload reports that have to do with schedules/scheduling for validation and monitors activity to assure consistent and accurate reporting.
13. Guides patients through hospital system, documents complaints, provides follow-up and suggests resolutions to supervisor.
14. The Advanced MSA must be able to interpret and communicate requirements of Scheduling Directives and complete accurate scheduling responsibilities. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner.
15. Appointments are made with the patient’s input, by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
16. The Advanced MSA must maintain the ability to perform the varied and complex duties of each of the Program Support Assistants (care facilitators) and the Medical Support Assistants in the Clinical Support Section.
17. Employee plans and organizes work with general assistance from the supervisor as to meet time frames to complete analysis requirements, reports and special assignments. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
18. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
Requirements:
1. High School Diploma or GED equivalent.
2. Two (2) years of experience in a Call Center, administrative, medical support, help desk, or professional customer service role
3. Proficient in the use of Adobe Acrobat and Microsoft tools including Office
4. Exceptional written and oral communication skills
5. Knowledge of keyboarding, transcription, recordkeeping, accounting, and insurance processing.
6. Must maintain a well-groomed appearance and have a courteous, pleasant manner.
7. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations
8. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
9. Advance knowledge of the technical health care process as it relates to access to care
10. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
11. Advance knowledge of medical terminology due to the technical nature of language utilized by clinicians.
Job Type: Full-time
Pay: $22.00 - $26.41 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
