Remote Call Center Representative Jobs in Muskogee, OK

CVP seeks Medical Support Assistants (MSA) to join our team in support of the Eastern Oklahoma VA Health Care System, which includes the Jack C. Montgomery VA Medical Center located at 1011 Honor Heights Drive, Muskogee, OK 74401.

This is a full-time, remote position supporting the VISN 19 Office of Community Care (OCC). Candidates must reside within 50 miles of the Jack C. Montgomery VA Medical Center. Working hours are Monday through Friday, 8:00 AM to 4:30 PM local time, excluding federal holidays.

As an Medical Support Assistant, you will coordinate care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care. 

• Perform appointment scheduling, tracking, and pre- and post-appointment contacts in accordance with VHA Directive 1230, Outpatient Scheduling Processes and Procedures, and VHA Directive 1232, Consult Management
• Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply in a timely manner
• Process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) and other systems as needed
• Validate and update patient demographic information, including phone number, address, next of kin, emergency contact, and insurance capture
• Ensure all necessary health and administrative information is processed and integrated into the Computerized Patient Record System (CPRS) and Veterans Health Information Systems and Technology Architecture (VistA)
• Screen and receive phone calls in a courteous and timely manner; answer the phone within 5 rings and follow appropriate telephone etiquette
• Respond to telephone inquiries regarding the delivery of services
• Maintain proficiency and daily use of VA software including CPRS, VistA, CTM, VetLink, HSRM, PPMS, and Microsoft Office Suite products including Word, Excel, Outlook, and Microsoft Teams
• Open and close clinics daily and update no-shows within 24 hours of appointment
• Monitor incoming and outgoing faxes and mail in accordance with HIPAA standards
• Retrieve and respond to voicemail within 48 business hours
• Complete an average minimum of 20 cases per day over a weekly period
• Communicate with internal medical providers on rules and regulations for VA Community Care and advise on appropriate processes
• Serve as a Patient Relations Representative; actively listen to feedback and patient concerns and resolve patient complaints and co-worker concerns in a tactful, professional manner
• Work collaboratively with the Lead Scheduler and scheduling team to ensure all schedulers are competent and represent the VA in a positive, proactive manner
• Notify supervisor and Lead MSA when automated systems are not performing as needed
• Maintain computer and IT security; accept full responsibility for all transactions under personal badge, access, and verify codes
• Protect electronic and printed files containing sensitive information from unauthorized release, loss, alteration, or deletion
• Ensure all patients are identified with appropriate two patient identifiers per policy
• Maintain zero breaches of privacy or confidentiality
• Assess compliance with The Joint Commission (TJC) and other regulatory program review criteria governing service

• Must be eligible to obtain a Public Trust government security clearance; US Citizenship required
• Must be a resident of the United States and reside within 50 miles of the Jack C. Montgomery VA Medical Center
• High School Diploma or GED equivalent
• Oral and written proficiency in English
• Basic computer skills with daily proficiency in Microsoft Office Suite
• Typing speed of at least 50 words per minute (must complete typing test)
• Basic medical terminology knowledge
• Minimum 6 months of customer service experience
• No health or physical disability restrictions that would interfere with the performance of assigned duties
• Prior VA or federal healthcare administrative experience is preferred

Location

• Remote
• Must reside within 50 miles of the Jack C. Montgomery VA Medical Center, Muskogee, OK

Shift

• Monday - Friday, 8:00 AM to 4:30 PM

Pay Rate

• Hourly Pay: $16.96/hr
• Health & Wellness (H&W): $5.09/hr (H&W will be prorated based on enrollment in the benefits offered, including automatic enrollment in employer-paid plans)

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation.

CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment.

At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.