Advanced Med Support Assistant

Veterans Health Administration • Milwaukee, WI

20h • Onsite

About The Position

This position is located in the Health Administration Department at the Clement J. Zablocki VA Medical Center in Milwaukee, Wisconsin, and is assigned to the emergency department patient care delivery team. The team supports the healthcare needs of its patient panel and collaborates with VA and non-VA providers, specialists, hospitals, diagnostic services, treating facilities, and community-based programs.

The Advanced Medical Support Assistant provides reception, customer service, appointment scheduling, and other administrative support to facilitate timely patient care. The role includes coordinating clinic access when staffing or coverage changes require appointment adjustments, confirming patients are prepared for appointments, screening calls, reviewing consults and orders, and coordinating services for veterans, families, caregivers, the public, and clinical and administrative staff. The incumbent independently organizes work, participates in huddles and treatment team meetings, and applies relevant VA healthcare benefit policies and procedures. The position also maintains supplies and forms and helps ensure compliance with changing VHA directives and local policies and Advanced Clinic Access principles.

The work schedule is 7:30 a.m. to 4:00 p.m., with rotating weekends and holidays. Compressed or flexible scheduling, telework, and virtual work are not available. The work is primarily sedentary in a typical office setting, with possible walking, standing, twisting, turning, sitting, pushing, bending, repetitive keyboarding, and carrying light items.

Requirements

• U.S. citizenship, subject to the stated VA appointment provisions for non-citizens.
• Proficiency in basic written and spoken English.
• High school diploma, GED equivalency certificate, or state- or territorial-level education department proficiency certificate.
• At least one year of specialized experience directly related to Medical Support Assistant duties, equivalent to the GS-5 level, demonstrating the knowledge, skills, and abilities needed for the GS-6 position.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to establish team goals and support patient care.
• Ability to independently set priorities and organize work to meet deadlines while complying with processes, policies, and regulations.
• Ability to communicate tactfully and effectively electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary scheduling and care-in-the-community models and patient healthcare portals.
• Advanced knowledge of policies and procedures affecting interdisciplinary care delivery, patient flow, and patient support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must pass a pre-employment physical evaluation.
• Must participate in the seasonal influenza vaccination program as a VA healthcare personnel requirement.
• Must complete required background/security investigation, onboarding, and application documentation.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• Must meet applicable identification requirements for pre-employment verification.

Responsibilities

• Perform receptionist, customer-service, and administrative duties to support timely patient treatment.
• Maintain appointment schedules for one or more outpatient clinics.
• Adjust appointment times, locations, or dates and shift patients to other providers or clinics when staffing or coverage conflicts occur.
• Provide appointment preparation materials or instructions and confirm patients are ready for clinic appointments.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information consistent with privacy rules and clinic processes.
• Independently prioritize, organize, and sequence work to meet team and patient needs and deadlines.
• Participate in daily huddles and treatment team meetings related to patient care planning and management.
• Review active and pending consults, unverified orders, recall lists, and Audiocare communications for accuracy and disposition.
• Coordinate administrative services for veterans, family members, caregivers, the public, and clinical and administrative staff to support continuity of inpatient and outpatient care.
• Develop and maintain effective working relationships with clinical and administrative staff to determine priorities supporting direct patient care.
• Interpret and apply laws, regulations, directives, and policies related to VA Healthcare Benefits.
• Maintain supplies and forms.
• Coordinate as needed to support compliance and standardization with VHA directives, regulations, local policies, and Advanced Clinic Access principles.

Benefits

• Federal employee benefits package for eligible employees and their families.
• Potential credit for prior federal or military service toward annual leave accrual, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED