LAREDO TECHNICAL SERVICES, INC. (LTSi) is a government contracting company in San Antonio, Texas. LTSi is currently submitting a proposal on a contract with the Federal Government for fifteen (15) individuals that would be interested in a position as Medical Support Assistants Ambulatory Services at the San Francisco Veterans Affairs Health Care System (SFVHCS) in various locations in California, should LTSi win the contract.

You would be a W-2 employee for LTSi and NOT a government employee.

Please submit your resume and complete the LTSi application at www.laredotechnical.com/jobseekers.

The contract is scheduled to run for 4 (four)-years.

Position Description

Title: Medical Support Assistant Ambulatory Services San Francisco Veterans Affairs Health Care System (SFVHCS)

Location: Various locations within the San Francisco Veterans Affairs Health Care System (SFVHCS)

Job Summary:

The contractor shall provide Medical Support Assistant (MSA) staffing services on an as needed basis to San Francisco Veterans Affairs Health Care System (SFVHCS).

Services include clerical scheduling and reception duties at the main San Francisco Medical facility and possibly any of the eight community VA based clinics located in Eureka, Ukiah, Clearlake, Santa Rosa, Downtown San Francisco, Oakland, and San Bruno.

Period of Performance: The anticipated start date is unknown at this point in time. This posting is to gather a pool of qualified candidates to have them available to begin in processing should LTSi be awarded the contract. Once the start date is known, LTSi will add it to this posting and notify any qualified candidates that were contacted by LTSi.

Work hours are Monday through Friday 0800 1630

Personnel Qualifications:

Contractor personnel shall be a resident of the United States of America.

Contractors should have 6 months to a year experience to apply for an MSA position.

Ability to speak clearly, hear and write English.

Utilize computer programs appropriately, usually involving spreadsheets, word processing, etc.; log in; type 45-60 wpm with minimum errors.

Heavy phone and computer usage, often simultaneously.

Familiarity with medical terminology, hospital terminology and/or clinics.

Technical Proficiency: Contractor shall be technically proficient in the skills of Microsoft Excel, Microsoft Outlook, Microsoft Word Document and have an understanding on how medical computer systems operate necessary to fulfill the governments requirements, including the ability to speak, understand, read, and write English fluently. Contractor will provide documents as needed to verify current and ongoing competency, skills, related to the provision of care, treatment and/or services performed within the medical center.

Ability to pass a required level of security clearance (NACI level background check)

Primary Responsibilities:

This work will require VA network access to use the Vista and Computerized Patient Record System application (CPRS). The contract MSA works closely with the lead Medical Support Assistant (MSA), MSA supervisor and administrative officers to assure optimum quality control, coordination of activities, and that all VA scheduling policies, procedures, and metrics are achieved.

Contractor is the designated MSA scheduler/receptionist responsible for the performance and coordination of appointment scheduling in accordance with the VHA Directive 1230, Outpatient Scheduling and Process and Procedures 1230(5)_D_2016-07-15 (2).pdf. Front desk duties which may vary at each location depending on the clinics needs.

Answers all phone calls in a timely manner for scheduling requests on a daily basis, Monday - Friday and charts in patients CPRS chart as required.

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

Works with Lead Scheduler and scheduling/reception team to ensure all schedulers/receptionists are competent and represent the VA in a positive, proactive demeanor.

The contractor participates in quality improvement as directed, in order to ensure that the SF VA Health System is in compliance with all performance measures established by the SFVHCS, VISN 21, VA Central Office, JCAHO, OSHA, SOARS, and Inspector General

The contractor performs quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents.

The contractor always assures the safety of all patients. Adheres to the SF VA Health System Policy and Procedural Memorandums and the directives and policies set by JCAHO, OSHA, and Hybrid-Title 38.

Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.

Answers the phone within 5 rings and follows appropriate telephone etiquette. Listens attentively to questions and confirms understanding by restating to the caller. Will collect adequate information before transferring a call to providers i.e., nurse, MD, etc.

MSA has general knowledge of use and check in of all patients via VetLink.

Serves Patient Relations Representative and actively listens to feedback, patient concerns and can self-resolve patient complaints / co-worker concerns in a tactful, professional manner.

Understands the roles and responsibilities of others in the team, participates in team huddles. All employees are expected to be courteous and cooperative and to work to achieve the goals of the clinic. This includes professional, constructive, and open communication with supervisor and other employees. Performance must demonstrate the ability to adjust to change or work under pressure in a professional pleasant manner.

MSA manages and completes assigned work, provides input on work progress and/or impediments, works collaboratively and maintains efficient workflow.

Receives reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence.

MSA will continuously update patient demographics, to include phone number, address, next of kin, emergency contact and insurance capture.

Proficiency and daily use of personal computer, Outlook, Vista, Lync, VetLink, and GuiMail. Retrieve and respond to voicemail within 48 business hours.

Proficiency in operationally opening and closing clinics daily, updating no-shows within 24 hours of appointment. Monitoring incoming and outgoing faxes and mail, in accordance with HIPPA standards.

MSA provides support to patient aligned care team.

MSA has general oversight of the VA Point of Service VetLink. He/she assists, mentors MSAs on VetLink procedures, reports malfunctions to Lead MSA/ supervisor, who is monitored based on patient check-in flow and feedback, within operational day.

Knowledge in use of VA and another Computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite.

Advanced MSA is responsible for workflow, completion, and hand-offs for assigned work, for example, the monitoring of two calls and a letter for recall reminders, which may apply to the following reports/metrics Electronic Wait List maintenance, NEAR Report, 90 Day Warning Report, Primary Care Management Module, dual enrollment, and any other access related reports.

MSA routinely reviews and uses data from reports, such as 7-day access Performance Measures, PCMM/Dual enrollment, NEARS list, vesting report, 90-day warning, consult management, recall reminders and any other reports used to collaborate with team members for patient appointments and communicates scheduling issues to their supervisor.

Responsible for mentoring scheduling practices, ensuring Veterans are scheduled within the VA guidelines.

Assess compliance with The Joint Commission (TJC) and other regulatory program review criteria that govern service and ensure that requirements are in place and are compliant as evidenced by both internal and external reviews.

Demonstrates participation and knowledge in the facilitys Compliance and Business Integrity Program to prevent violations of the law as well as maintaining high ethical standards.

Knowledge of safety and fire protection, Emergency Code Awareness i.e., Code Blue, Code Silver and SDS policies and procedures.

Ensure all patients check-in with appropriate two patient identifiers, per policy.

Always maintains computer and IT security. Accepts full responsibility for all transactions under his / her badge, access and verify codes, and protection or equipment, hardware, or software. Uses access security codes only in the performance of official duties.

Accepts full responsibility for protecting electronic and printed files containing sensitive information.

Protects information from unauthorized release, loss, alteration, or deletion, following applicable regulations and instructions in the computer access agreement.