Medical Support Assistant Alaska Oregon Wash Idaho

Role: Medical Support Assistant

No of Contractors required: 50 (1 Lead Medical Support Assistant and 49 Medical Support Assistant)

Work site: including Alaska, Washington, Oregon, and Idaho.

Period Of Performance: Base + Four (4) Option Years

Service Contract Act: Yes

Wage Determination (WD): $30.11

Credentialing / Onboarding Time: 6 weeks to 8 weeks

US Citizens or Green Card

Required Documents for submission:

Updated Resume (With all gaps explained)

PERFORMANCE WORK STATEMENT

GENERAL:

Performance Requirements & Standards

The Medical Support Assistant shall perform a full range of receptionist and administrative duties, including customer service, maintaining appointment schedules for one or more clinics or units, operating office machines, storing and distributing materials, delivering messages, and adhering to business standards and operating procedures within each respective clinic or ward. The Medical Support Assistant shall assist with clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other healthcare providers as conflicts with staffing and/or coverage occur.

The Medical Support Assistant shall manage scope and schedule and is expected to facilitate any action from inception to closure by tasking, tracking, and supporting required functions, personnel, and activities. Individuals assigned to this contract shall provide comprehensive clerical medical support to the VAMC and all associated sites. These services are equivalent to those provided by a Medical Support Assistant/Clerk and represent a foundational role within the patient care team.

The team works collaboratively with other members of an expanded healthcare team to include all necessary services and employees in the facility to provide a robust interdisciplinary approach to care. The Medical Support Assistant may be required to provide important interfaces and collaborations within larger healthcare system providers including VA and non-VA specialists, hospitals, diagnostic and treatment facilities, and community-based programs.

Work provided by Medical Support Assistant personnel shall meet the Accuracy Standard: ≥ 98% documentation/data integrity.

Medical Support Assistant personnel shall provide the following VA Customer Service Standards:

Meet the needs of the customers while supporting the VISN, Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, other staff) in a courteous, tactful, and respectful manner.

Provide the customer with consistent information according to established priorities and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Interact with patients, visitors, staff, family members, and others in a courteous, helpful, and cooperative manner demonstrating respect and cooperation. Areas of customer service will include acting as an initial contact to interact with patients, family members, staff and others while answering inquiries and addressing concerns or complaints at a local level.

Be courteous in all interactions with patients, visitors and co-workers.

Listen to concerns of customers and resolve complaints and concerns effectively and promptly within 24 hours for initiation, and resolution within 48-72 hours.

Seek to go beyond with the customer request and do something extra.

Assist customers in making informed decisions.

Demonstrate the willingness and capacity to resourcefully meet internal and external customer needs on the spot.

Provide support to fellow employees in accomplishing mission.

Maintain professional relationships with all managers, supervisors, coworkers, patients, and families that are consistently courteous, respectful and cooperative.

Provide timely, courteous and appropriate service to internal and external customers, seeking to exceed the customer's expectations.

If the Medical Support Assistant are unable to directly assist the customer, they will direct the customer to the appropriate person who can assist with the issue or question.

Communicates clearly and effectively with internal and external customers in a tactful and courteous manner both verbally and in writing.

Promotes a positive and professional image of the VISN 20 MSA Float Pool and Speaks favorably of the organization and its people.

Answers telephones in a timely manner and address the issues of the caller promptly in a professional, courteous and friendly manner.

Medical support services required: (Contractor)

The Contractor shall work collaboratively in an interdisciplinary coordinated care delivery model.

The Contractor shall perform the full range of receptionist and customer service duties for the proper and timely treatment of patients and maintain appointment schedules for one or more clinics or units.

The Contractor shall assist with clinic access contingency plans by adjusting appointment times, locations, or dates as well as shifting patients to other healthcare providers as conflicts with staffing and/or coverage occur.

The Contractor shall ensure patient safety standards are met by using the correct Veteran Affairs identification of all patients using two forms of identification—name and full Social Security Number.

The Contractor shall use each interaction with the patient to validate and update demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patients by phone due to incorrect numbers.

The Contractor shall explain the VA’s mandate to collect insurance information to veterans, their families, and other eligible patients.

The Contractor shall collect, scan, and update health insurance information, serving a major role in the revenue process by identifying patients with third-party insurance.

The Contractor serves as part of the front-line team and the contact with patients and staff, setting the tone concerning the quality of healthcare services at the VA.

The Contractor shall maintain a high degree of tact and diplomacy when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Professional customer service is essential when explaining procedures to veterans and their family members in person and on the telephone.

The Contractor shall ensure that all necessary health/administrative information is integrated into the computerized patient record system (CPRS) or EHRM correctly.