Advance Medical Support Assistant

Veterans Health Administration • Charlottesville, VA

13d • Onsite

About The Position

Advanced Medical Support Assistants provide specialized administrative patient support in an interdisciplinary coordinated care delivery model. The role involves specialized administrative judgment and flexible use of clinical flow processes related to access to care across multiple clinics, specialties, and care-in-the-community resources.

The position supports appointment scheduling and team workflows, screens calls, manages operational data, and provides general clerical support. The work schedule is 8:00 a.m.–4:30 p.m., Monday through Friday, although schedules may vary and weekend, evening, or holiday work may be required depending on department needs. Telework and virtual work are not available. The full performance level is GS-6.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state- or territorial-level education proficiency certificate.
• One year of creditable experience equivalent to the next lower grade.
• Advanced knowledge of the technical health care process and access to care, including scheduling across coordinated care and care-in-the-community models and patient health care portals.
• 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 clinicians across multiple disciplines to accomplish team goals and support patient care.
• Ability to prioritize and organize work independently, meet deadlines, and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, phone, in person, and in writing, including preparing reports, presenting data, and addressing patient concerns.
• Must pass a pre-employment TB test and participate in the seasonal influenza vaccination program.
• Must complete pre-employment onboarding and provide acceptable identification; background/security investigation is required.
• Must serve a one- or two-year trial period.
• Physical ability to walk for extended periods and to stand, twist, bend, sit, and carry supplies; must lift up to 30 pounds and carry items short distances.

Nice To Haves

• Experience operating computerized systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, or reports.
• Experience scheduling medical appointments in a clinical setting.
• Experience working independently to perform a wide variety of patient support duties.
• Professional communication with internal and external customers in person, electronically, or by telephone.
• Customer-service experience, including identifying customer concerns and referring them to appropriate staff for resolution.

Responsibilities

• Schedule appointments accurately and on time.
• Review team appointment schedules to support team and Veteran needs effectively.
• Direct and screen incoming calls.
• Collect, compile, and track data and statistical information supporting daily operations, ensuring accuracy and validity.
• Receive and enter data into an automated tracking system.
• Provide clerical support, including processing incoming and outgoing materials such as Release of Information, reports, memoranda, CPRS/VISTA materials, and purchase orders.
• Monitor and track office service vehicles, supplies, and equipment.
• Advise the supervisor of important office issues arising during the supervisor’s absence.
• May serve as timekeeper and ADPAC.
• Collaborate and communicate with medical clinicians across disciplines to support team goals and patient care.
• Set work priorities independently, organize work to meet deadlines, and comply with established processes, policies, and regulations.
• Communicate with internal and external customers and resolve or refer patient concerns as appropriate.

Benefits

• Federal employee benefits package available to employees and their families, subject to eligibility.
• Potential credit toward annual leave accrual for prior work or military service, if requested and approved before appointment.

What This Job Offers

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