Advanced Medical Support Assistant

Veterans Health Administration • Hackensack, NJ

11d • Onsite

About The Position

The New Jersey VA Healthcare System has two vacancies for Advanced Medical Support Assistants at the Hackensack VA Clinic and the Newton VA Clinic in the Ambulatory Care Service. The role provides administrative support for the care and treatment of Veterans throughout the scheduling process and facilitates an interdisciplinary coordinated care delivery model.

The Advanced Medical Support Assistant uses computerized programs and databases to enter, modify, and retrieve sensitive information in electronic medical records, scheduling systems, and reporting formats. The position supports patient access and clinic operations by coordinating with patients and care teams, managing follow-up and appointment requirements, and maintaining patient confidentiality in accordance with HIPAA requirements.

The work schedule is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible schedules are not available. Ad-hoc telework may be available at the hiring manager’s discretion; this is not a virtual position. The position is primarily sedentary in a typical office setting, although it can involve walking, standing, twisting, turning, sitting, pushing, bending, frequent keyboard use, and carrying light items. Some assignments may involve extended periods at a computer while typing and speaking on a telephone headset, and patient or customer concerns may create increased stress.

Applicants must meet the basic requirements and the GS-6 grade requirements. The position requires U.S. citizenship, proficiency in spoken and written English, and either six months of qualifying clerical, office, customer service, or administrative experience; one year of education above high school; or a qualifying combination of education and experience. For GS-6, applicants must also have one year of experience equivalent to GS-5. No certification is required. Applicants must complete the application process and online assessment, and the position is subject to background/security investigation and a one- or two-year trial period.

Requirements

• U.S. citizenship, subject to the stated exception for situations in which qualified U.S. citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• Six months of clerical, office, customer service, or other administrative experience indicating the ability to acquire the needed 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 for consideration at GS-6.
• Ability to collaborate and communicate with clinicians across multiple medical disciplines to support team goals and patient care.
• Ability to set priorities and organize work independently to meet deadlines and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively electronically, by phone, in person, and in writing with internal and external customers, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of healthcare processes related to access to care, including scheduling across interdisciplinary care models and patient healthcare 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.
• Completion of required application steps and an online assessment; subject to background/security investigation and required onboarding.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one- or two-year trial period as a condition of employment.
• Foreign education used to qualify must be evaluated by an appropriate credential interpretation organization and meet U.S. equivalency requirements.

Responsibilities

• Use computerized programs and databases to enter, modify, and retrieve sensitive information in electronic medical records, scheduling systems, and reporting formats.
• Protect patient confidentiality for written and verbal information in accordance with HIPAA requirements.
• Communicate effectively with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Process secure messages between patients and care teams, and notify patients of normal lab results by mailing letters.
• Develop and manage tracking systems for follow-up care, including consults and tests.
• Monitor pre-appointment requirements, such as X-rays, lab work, and EKGs, to ensure readiness for visits or procedures.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Coordinate with the patient care team to review clinic utilization using reports such as the Clinic Utilization Statistical Summary.
• Coordinate with the PACT during schedule-scrub activities and arrange clinic cancellations, blocking, and rescheduling with a supervisor.
• Review open encounters daily and coordinate with PACT to support timely closure of clinic appointments.
• Scan non-VA medical documentation.
• Review the insurance capture buffer daily and address return-to-clinic orders daily.
• Assist the team with virtual appointment management.
• Collaborate with clinicians across disciplines to support team goals and patient care.
• Participate in team huddles and meetings to plan, problem-solve, and follow up on patient care.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing care plans and self-help solutions, and enter appropriate information into electronic records.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Review patient information and clinic schedules to determine whether patients require immediate appointments.
• Inform team members about shared patients receiving care at multiple VA centers or in the community.

Benefits

• Federal employee benefits package available to eligible employees and their families; specific benefits depend on position type.
• Prior qualifying federal or military service may be credited toward annual leave accrual, subject to request and approval.

What This Job Offers

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