The Medical Support Assistant (MSA) provides administrative and patient support services to ensure efficient clinic operations and exceptional patient care. The MSA serves as the first point of contact for patients, coordinating appointments, verifying patient information, maintaining medical records, and facilitating communication between patients and healthcare providers. This role requires excellent customer service, organizational skills, and the ability to work in a fast-paced healthcare environment.

Essential Duties and Responsibilities

• Greet patients, visitors, and vendors in a professional and courteous manner.
• Schedule, reschedule, and cancel patient appointments.
• Verify patient demographics, insurance, and eligibility information.
• Register new patients and update existing patient records.
• Answer incoming telephone calls and direct inquiries appropriately.
• Coordinate referrals, consultations, and diagnostic testing appointments.
• Obtain and process medical records and documentation.
• Assist patients with check-in and check-out procedures.
• Collect co-pays and process payments in accordance with organizational policies.
• Maintain patient confidentiality in compliance with HIPAA regulations.
• Manage provider schedules and appointment templates.
• Prepare patient charts and ensure documentation is complete prior to appointments.
• Communicate appointment reminders and follow-up instructions.
• Respond to patient questions regarding clinic services and policies.
• Coordinate communication between physicians, nurses, ancillary departments, and patients.
• Maintain office supplies and assist with general administrative duties.
• Utilize Electronic Medical Record (EMR) systems for scheduling and documentation.
• Assist with quality improvement initiatives and patient satisfaction efforts.

Required Qualifications

• High school diploma or GED required.
• One year of experience in a healthcare, medical office, hospital, or customer service environment preferred.
• Experience using Electronic Medical Record (EMR) systems preferred.
• Knowledge of medical terminology preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficiency in Microsoft Office Suite and standard office equipment.

Preferred Qualifications

• Associate degree in Healthcare Administration, Medical Office Administration, or related field.
• Experience with patient scheduling systems.
• Medical receptionist or patient registration experience.
• Experience with insurance verification and referrals.
• Bilingual (preferred based on patient population).

Knowledge, Skills, and Abilities

• Outstanding customer service and interpersonal skills.
• Ability to communicate effectively with patients, families, and healthcare professionals.
• Strong attention to detail and accuracy.
• Excellent time management and organizational skills.
• Ability to prioritize tasks in a fast-paced environment.
• Knowledge of HIPAA privacy regulations.
• Ability to resolve patient concerns professionally.
• Basic understanding of medical terminology and healthcare workflows.
• Proficiency with EMR systems and Microsoft Office applications.

Physical Requirements

• Ability to sit for extended periods.
• Frequent use of computers, telephones, and office equipment.
• Occasional standing, walking, bending, and lifting up to 20 pounds.
• Manual dexterity for keyboarding and document handling.

Work Environment

• Hospital
• Physician Practice
• Outpatient Clinic
• Community Health Center
• Specialty Medical Office
• Ambulatory Care Center

Certifications

• Basic Life Support (BLS) certification preferred (if required by employer).
• Certified Medical Administrative Assistant (CMAA) preferred but not required.

Preferred Competencies

• Patient-focused customer service.
• Professional communication.
• Team collaboration.
• Organizational excellence.
• Confidentiality and integrity.
• Problem-solving and critical thinking.
• Adaptability in a dynamic healthcare environment.
• Strong attention to detail and accuracy.

This position plays a vital role in ensuring efficient clinic operations by providing exceptional administrative support, coordinating patient care activities, and delivering outstanding customer service to patients, providers, and the healthcare team.