Advanced Medical Support Assistant - Physical Medicine & Rehab

Veterans Health Administration•Minneapolis, MN

8d•Onsite

About The Position

The Advanced Medical Support Assistant is part of a large Physical Medicine and Rehabilitation (PM&R) Department or the Rehabilitation and Extended Care Department within the Minneapolis VA Health Care System, a Complexity Level 1 facility. The role provides administrative support for patient care and treatment in the Recreation and/or PM&R Department. The position is not virtual, telework is unavailable, and the work schedule is administrative days. The full performance level is GS-06.

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 state or territorial education-board proficiency certificate.
For GS-06: one year of experience equivalent to GS-05 involving current Medical Support Assistant responsibilities.
Advanced knowledge of technical health care processes, including scheduling across interdisciplinary coordinated-care and care-in-the-community models and patient health care portals as they relate to access to care.
Advanced knowledge of policies and procedures 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 with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
Complete the required application steps and online assessment; undergo a background/security investigation and online onboarding; provide acceptable identification; and participate in the VA seasonal influenza vaccination program.
Serve a one- or two-year trial period, subject to written certification for continued employment.
Complete a pre-employment examination or evaluation as part of the pre-employment process.

Responsibilities

Set and adjust short-term priorities and ensure timely completion of workload.
Support clinic and program operations by 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 support the clinic, program, or department.
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 promptly and routinely, accept and appropriately integrate others' ideas, and communicate appropriately by email and verbally.
Refer questions requiring immediate medical attention to the appropriate health care team member.
Handle and resolve customer complaints and refer serious unresolved complaints to a higher-level supervisor.
Advise clinical staff on administrative processes; answer phones, greet patients, and relay messages to staff.
Schedule, cancel, and reschedule patient appointments and consults, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines.
Enter no-show information; monitor appointment requests from electronic sources; participate in clinic huddles; monitor inpatient and outpatient appointments; and verify or update patient demographic 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 types based on patient eligibility.