Advanced Medical Support Assistant - Physical, Medicine and Rehab

Veterans Health Administration • Minneapolis, MN

15h • Onsite

About The Position

The Advanced Medical Support Assistant works in the Physical Medicine and Rehabilitation (PM&R) Department or the Rehabilitation and Extended Care Department at the Minneapolis VA Health Care System, a Complexity Level 1 facility. The position provides administrative support for patient care and treatment in the Recreation and/or PM&R Department.

The incumbent supports clinic and program operations by coordinating scheduling and consults, communicating with patients and staff, directing visitors, maintaining supplies, compiling information, and addressing customer concerns. The role requires applying established clinic and appointment-scheduling business rules and coordinating with health care team members. The full performance level is GS-06. The position is not eligible for telework and is not virtual. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in basic written and spoken English.
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial-level Board or Department of Education.
• For GS-06, one year of experience equivalent to GS-05 demonstrating knowledge, skills, and abilities associated with current Medical Support Assistant responsibilities.
• Advanced knowledge of the technical health care process, including scheduling in interdisciplinary coordinated-care or care-in-the-community models and patient health care portals as they relate to access to care.
• Advanced knowledge of policies and procedures for coordinated-care or care-in-the-community operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines while complying with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, phone, in person, and in writing with internal and external customers, including preparing reports, presenting data, and resolving patient concerns.
• Successful completion of required application steps, including an online assessment, and completion of required background/security investigation and onboarding processes.
• Registration with Selective Service is required for males born after December 31, 1959.
• Participation in the VA seasonal influenza vaccination program is required for health care personnel.
• Ability to complete a 1- or 2-year trial period, as applicable.
• A pre-employment examination or evaluation is required.

Responsibilities

• Set and adjust short-term priorities and ensure timely completion of workload.
• Perform administrative functions that support clinic and program operations, including receiving and relaying telephone messages, directing patients and visitors, answering routine inquiries, scheduling appointments, managing consults, and maintaining supplies.
• Promote team building and improve business practices.
• Collect and compile information needed to carry out clinic, program, or department work.
• Follow clinic and appointment-scheduling business rules, including those for consultations, scheduling, electronic wait lists, recall reminders, encounter action required reports, insurance capture, AudioCare, and missed opportunities.
• Share pertinent information in a timely manner and communicate appropriately by email and verbally.
• Refer questions requiring immediate medical attention to an appropriate health care team member.
• Field and resolve customer complaints, referring more serious unresolved complaints to a higher-level supervisor.
• Advise clinical staff on administrative processes; answer phones, greet patients, relay messages, and schedule, cancel, or reschedule patient appointments and consults in accordance with applicable scheduling guidelines.
• Enter no-show information; monitor appointment requests from multiple electronic sources; participate in clinic huddles; monitor inpatient and outpatient appointments; and verify or update patient demographics and insurance information at check-in.
• Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals, and determine appointment type based on patient eligibility status.

Benefits

• Federal employee benefits package for the employee and family; specific eligibility depends on position type.
• Selected applicants may qualify to request credit for prior work or military service toward annual leave accrual, subject to approval.

What This Job Offers

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