Adv Med Support Assistant

Veterans Health Administration•Rochester, NY

1d•Onsite

About The Position

The Advanced Medical Support Assistant serves the Finger Lakes Healthcare System at the Rochester Outpatient Clinic in Rochester, New York. The role provides specialized administrative patient support as part of an interdisciplinary coordinated care delivery model and serves as an initial point of contact for units, clinics, patients, call centers, and care teams. Work includes scheduling patient appointments; tracking, reviewing, and responding to electronic orders and consults; and working with information in electronic medical records and other medical systems. The position requires practical knowledge of computerized data entry and healthcare information systems, the healthcare system’s organization and services, standard procedures, medical records, medical terminology, and basic rules governing visitors and patient treatment. The Advanced MSA works collaboratively with the interdisciplinary team to coordinate patient care, manage clinic workflows, and ensure patient information and appointments are handled appropriately. The position works Monday through Friday from 8:00 a.m. to 4:30 p.m. Telework is not available, and the role is not virtual.

Requirements

U.S. citizenship, subject to the stated exception under VA policy when qualified citizens cannot be recruited.
Proficiency in spoken and written English.
High school diploma or transcript, GED certificate, state or territorial proficiency certificate, post-high-school education, or eligibility under the applicable grandfathering provision.
One year of creditable experience equivalent to the next lower grade, including patient scheduling and rescheduling; interviewing patients for appointments; referring patients to specialty clinics; resolving patient complaints; reviewing and documenting electronic health and administrative records; obtaining medical information from patients; coordinating patient-care information and actions; and scheduling under VHA national guidelines.
Successful completion of required application steps and an online assessment.
Successful background/security investigation, pre-employment physical examination, and online onboarding requirements.
Compliance with the Department of Veterans Affairs seasonal influenza vaccination program.
Service of a one- or two-year trial period, subject to evaluation and written certification for continued employment.
Ability to meet the position’s physical demands, which may include walking, standing, twisting, turning, sitting, pushing, bending, frequent keyboard use, and carrying light items.

Responsibilities

Serve as an initial point of contact for units, clinics, patients, call centers, and interdisciplinary teams.
Schedule and reschedule patient appointments and coordinate appointment-related services.
Track, review, and respond to electronic orders, consults, secure messages, and other items in electronic medical records and medical systems.
Process incoming patient secure messages through the secure messaging portal and coordinate with the care team as appropriate.
Participate in team huddles and meetings to plan, problem-solve, manage, and follow up on patient care by sharing information and collaborating with the interdisciplinary team.
Set priorities and deadlines and adjust the flow and sequencing of work to meet team and patient needs.
Identify incomplete encounters and communicate findings to providers as needed.
Assist the team in reinforcing the plan of care and self-help solutions.
Enter appropriate information into the electronic record.
Monitor pre-appointment information and requirements to ensure readiness for a patient visit or procedure.
Manage patient systems to verify and validate accuracy and resolve issues.
Evaluate patient information and clinic schedule lists to determine whether a patient requires an immediate appointment.
Inform team members about shared patients who receive care at multiple VA centers or in the community.
Perform other duties as assigned.