International SOS Government Medical Services, Inc. delivers customized medical and security risk management and wellbeing solutions to enable our clients to operate safely and effectively in environments far from home. Founded in 1984, we operate in 92 countries providing integrated medical solutions to organizations with international operations. Our innovative technology and medical and security expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. We provide clinical services to include “hands on” direct care at over 800 sites around the world, many of which include inpatient clinical care capabilities. With 12,000 staff (including 5,200 medical and behavioral health providers), our services include the design, deployment, and operation of healthcare solutions including freestanding surgical facilities in remote and austere environments, telemedicine consultation through a wide range of virtual modalities, referrals to a global network of more than 100,000 vetted providers, and global aeromedical evacuation. Headquartered in Houston, Texas, we provide contracted healthcare support to Government defense and civil agencies and government contractors, including support to military exercises and operations, diplomatic missions, natural disasters, and refugee care.
Medical Support Assistant Lead
Location
United States
Posted
9 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Medical Support Assistant Lead
International SOS Government Medical Services
Role Description This position is contingent on contract award. The Medical Support Assistant Lead provides day-to-day oversight for Medical Support Assistant services supporting VA Puget Sound Health Care System Community Care scheduling. This role focuses on workload assignment, quality control, staff support, production reporting, and escalation across consult intake, Veteran and provider outreach, appointment scheduling, documentation, and care coordination workflows. Location: Puget Sound, WA Schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Pacific Time, excluding federal holidays, unless otherwise directed. Work is performed remotely from a contractor-provided work location. If directed, work may occur at the American Lake or Oxbow campus. Supported sites include Seattle, American Lake, Oak Harbor, Mount Vernon, Everett, Auburn, Olympia, and Puyallup. Key Responsibilities: - Serve as a lead point of contact for Medical Support Assistant workflow performance, helping address scheduling, documentation, customer service, and escalation needs in a timely and professional manner. - Assign workloads, monitor compliance, conduct audits and competency checks, support staff development, and maintain master workload lists for the MSA team. - Oversee Community Care scheduling workflows, including consult intake, outreach to Veterans and providers, appointment coordination, documentation, and escalation in accordance with VA requirements, VHA directives, and SOPs. - Track quality and timeliness standards, including documentation and data integrity, seven-day scheduling expectations, 24-hour voicemail response, urgent message response, appointment accuracy, patient satisfaction, productivity, and complaint follow-up. - Coordinate with interdisciplinary care team members, VA and non-VA providers, specialists, hospitals, diagnostic and treatment facilities, and community-based programs to support access to care. - Support accurate patient identification, demographic updates, health insurance collection, record scanning and updates, and documentation within CPRS, EHRM, or other required patient care systems. - Help ensure daily review and disposition of active and pending consults, Electronic Waiting List items, Recall List items, Audio Care communications, and other Community Care scheduling priorities. - Support required reporting, onboarding status tracking, training completion, privacy and security compliance, quality correction plans, and timely escalation of performance or confidentiality concerns. Qualifications - High School Diploma or GED required. - One year of specialized experience collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and applying advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community. - Advanced knowledge of medical terminology, clinical flow, access-to-care processes, and healthcare scheduling workflows across multiple clinics, specialties, and community resources. - Experience using advanced patient care systems, including CPRS or EHRM, Electronic Waiting List, Recall List, Audio Care communications, patient healthcare portals, or similar systems. - Ability to organize work, set priorities, delegate tasks, train staff, manage workflow priorities, follow up on pending items, prepare reports, and communicate tactfully with Veterans, family members, providers, internal teams, and external customers. - Must be able to read, write, and speak English effectively; U.S. citizenship is required. - Ability to pass or possess VA Public Trust Clearance and complete required VA onboarding items, including background processing, fingerprinting, PIV credentialing, required privacy, security, and HIPAA training, and facility requirements when working on VA property. - Ability to work in a typical office environment with prolonged sitting and standing; may require bending, stooping, and lifting up to 15 lbs. - Resume required for final submission. Preferred - Experience supporting VA, VHA, Community Care, or care-in-the-community scheduling workflows. - Experience leading Medical Support Assistant, healthcare scheduling, or administrative support teams in a structured healthcare environment. - Experience supporting quality control, audits, competency checks, training, production reporting, or workflow improvement in a healthcare setting. Benefits - Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. - Additional benefits include a 401k plan, paid time off, and an annual bonus. - International SOS Government Medical Services complies with all federal, state, and local minimum wage laws. Equal Opportunity Employer (EEO) Statement International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Work Location Washington
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