Medical Support Assistant, Bethesda

Customer Service: Position requires direct contact in-person and by phone with patients, physicians, nurses,
and other staff and visitors. Many challenging issues arise related to missing information, waiting times, lost
appointments, tight schedules and the MSA is the person who must be the liaison between the patient and
the clinical staff to resolve situations. In addition, many of the patients and families are not from the local
area and this sometimes creates additional anxiety. It is extremely important that the contract personnel
maintain a consistent high level of customer service and convey understanding, responsiveness, care, and
compassion.
Patient appointment Activities: Processes patient upon presenting for appointment in accordance with
department guidelines. Notifies appropriate care provider of patient arrival. Monitors wait time and
intervenes appropriately.
Reception Activities: Open reception area for workdays; receive direct telephone calls following department
guidelines; provide reception; plan for interpreter services and transport services; close reception area.
Apply an accurate patient identification wristband to all patients. Respond to medical emergencies in
accordance with department guidelines.
Teamwork: Demonstrates understanding of program mission and completes work to support team goals.
Assists other team members in completing assignments, as necessary or as requested, and fills in where and
when needed.
Equipment, Material and Supply Support Activities: Request and stock appropriate
medical/pharmaceutical supplies and forms; request and stock office supplies and forms and acquire meals
and snacks for patients