Advanced Medical Support Assistant

Veterans Health Administration • Palo Alto, CA

10d • Onsite

About The Position

The Advanced Medical Support Assistant works at the VA Palo Alto Health Care System (VAPAHCS), Palo Alto Division, in Surgical Service. The position works closely with assigned surgical specialty teams and receives program direction and guidance from service leadership, including the Surgical Service Business Manager, Surgical Service Administrative Officer, and/or Section Chief or designee. The role supports clinic operations across Palo Alto, Livermore, and Monterey, coordinating schedules, patient care-related administrative activities, communications, and quality improvement efforts.

The work schedule is 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. This is a GS-6 position with a full performance level of GS-6. The work is mostly sedentary, with some computer and phone use, light lifting or carrying of files and documents, and walking through the service or facility for meetings.

Requirements

• U.S. citizenship, except where appointment of a non-citizen is permitted under VA policy because qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or a proficiency certificate from a state or territorial-level Board or Department of Education.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-5 grade level, including scheduling, canceling, and rescheduling patient appointments or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in clinic huddles; monitoring inpatient and outpatient appointments; and verifying or updating patient demographics and insurance information at check-in.
• Advanced knowledge of the technical health care process and its relationship to access to care, including scheduling across interdisciplinary coordinated care or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support functions, 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 meet team goals and ensure patient care needs are met.
• Ability to independently set priorities and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Must complete required application steps and an online assessment.
• Must meet applicable background and security investigation requirements and complete the online onboarding process.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• Physical work requirements include mostly sedentary work, computer and phone use, occasional light lifting or carrying of files or documents, and walking throughout the service or facility.

Responsibilities

• Coordinate laboratory and clinic schedules at Palo Alto, Livermore, and Monterey with surgeons, nursing staff, technicians, clerks, and schedulers.
• Work with providers to ensure required studies are completed before clinic appointments.
• Serve as a first point of communication for patients, family members, clinical staff, and support staff on a range of issues.
• Address complaints when possible or refer them to the appropriate person.
• Manage inventory tracking forms for equipment and staff assignments.
• Maintain a safe and clean work environment.
• Suggest improvements based on knowledge of clinic operations and adhere to system redesign principles and processes.
• Notify team members about clinic management problems that cannot be resolved independently.
• Generate and review clinicians’ daily schedules and patient encounter forms, and request information required for clinic visits.
• Run Patient Care Encounter reports regularly to track clinic compliance with rules and regulations.
• Assist with research data entry and customer and patient support services.
• Participate in quality monitoring and quality improvement activities.
• Provide input on solutions and improvements to operational issues and procedures at clinic and laboratory locations.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package available to the employee and family, subject to eligibility.
• Annual leave accrual credit may be available based on prior work experience or military service, if requested and approved before appointment.

What This Job Offers

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