Advanced Medical Support Assistant

Veterans Health Administration•Roseburg, OR

9d•Onsite

About The Position

The incumbent serves as one of several Care Coordinators in the Office of Community Care at the Roseburg VA Health Care System. Care Coordinators administratively process care in a variety of areas within the Office of Community Care. The Advanced Medical Support Assistant coordinates health care for Veterans utilizing community providers. The role receives, reviews, and processes requests for non-VA care from healthcare providers, ensuring compliance with local purchased care policy, duplication checks, VHA national scheduling guidelines, and other applicable expectations. The incumbent uses judgment to interpret guidelines, adapt procedures, select approaches, and resolve specific problems. The work involves applying rules, regulations, and procedures and completing segments of broader assignments; the resulting work affects the accuracy, reliability, or acceptability of subsequent processes and services. The position requires courteous, prompt, helpful, and professional communication with Veterans, vendors, family members, and staff. The incumbent provides Veterans with written materials detailing authorized non-VA care when applicable, coordinates scheduling and delivery of care with non-VA vendors, addresses discrepancies about authorization scope, and explains relevant benefits, policies, regulations, and procedures. The role demonstrates VA ICARE Core Values: Integrity, Commitment, Advocacy, Respect, and Excellence. It responds to secure messages and follows department and service protocols, and ensures accurate, professional medical-record documentation of actions, communications, and follow-up. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

U.S. citizenship, subject to the stated exception under VA policy for appointments when qualified citizens cannot be recruited.
Proficiency in spoken and written English.
Six months of clerical, office, customer service, or other administrative experience indicating ability to acquire the required knowledge and skills; or one year of education above high school; or an equivalent combination of experience and education.
One year of experience equivalent to the GS-5 grade level.
One year of specialized experience in an advanced or complex clinical setting using advanced patient care systems, scheduling across multiple clinics, and coordinating services among medical providers, clinics, and outside agencies.
Advanced knowledge of medical terminology and technical health care processes, policies, and procedures related to coordination of care.
Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to support team goals and patient care.
Ability to set priorities and organize work independently to meet deadlines and comply with processes, policies, and regulations.
Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including resolving patient concerns and preparing reports or presenting data.
Advanced knowledge of health care processes related to access to care, including scheduling across coordinated care models and patient health care portals.
Advanced knowledge of policies and procedures for coordinated care and community care operations that affect patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Must meet pre-employment background and security investigation requirements and complete the online onboarding process and required application documentation.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.
Education used to qualify must be recognized by the U.S. Department of Education and from an accredited institution; foreign education must be evaluated as equivalent to U.S. education, with required documentation.
Selective Service registration is required for males born after December 31, 1959.

Nice To Haves

Community Care experience preferred.

Responsibilities

Receive, review, and process requests for non-VA care from healthcare providers, following applicable policies, scheduling guidelines, and other requirements.
Provide Veterans with written materials detailing authorized non-VA care when applicable.
Coordinate Veterans' interactions with non-VA vendors to support timely scheduling and delivery of care.
Address perceived discrepancies about the scope of authorization and explain relevant benefits, policies, regulations, and procedures.
Communicate with Veterans, vendors, family members, and staff in a friendly, considerate, prompt, helpful, and professional manner.
Respond promptly to Veteran secure messages and follow department and service protocols and procedures.
Document actions, communications, and follow-up accurately and professionally in the medical record.
Collaborate and communicate with clinicians across disciplines and other care-team members to support patient care.
Independently prioritize and organize work to meet deadlines and comply with established processes, policies, and regulations.
Support access to care through administrative coordination, including appointment scheduling, referrals, follow-up care, and coordination with community resources.