Advanced Medical Support Assistant (Call Center)

Veterans Health Administration • Indianapolis, IN

7d • Onsite

About The Position

The Advanced Medical Support Assistant (A/MSA) serves in a call center and performs technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other medical facility staff providing direct patient care. The position coordinates appointments and consultations, supports clinic operations, communicates with patients and health care team members, and maintains patient information confidentially in accordance with HIPAA requirements.

The A/MSA works independently with little supervision, setting priorities and deadlines and adjusting work sequencing to meet team and patient needs. The position is mostly sedentary and requires sustained concentration, with some walking, standing, bending, and carrying light objects; occasional moderate exertion may also be required.

The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. The position is not eligible for telework and is not virtual. The full performance level and grade for the vacancy is GS-6.

Requirements

• United States citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• GED, a state or territorial proficiency certificate, or post-high-school education; applicable grandfathering provisions may also qualify current VHA employees in this occupation.
• One year of creditable experience equivalent to GS-5 for the GS-6 Advanced Medical Support Assistant grade.
• Written and spoken English proficiency.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary 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 meet patient care needs.
• 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, including resolving patient concerns and preparing or presenting reports and data.
• Successful completion of required application steps and an online assessment.
• Registration with Selective Service is required for males born after December 31, 1959.
• Subject to background and security investigation, online onboarding, and seasonal influenza vaccination requirements for VA health care personnel.
• Must serve a one- or two-year trial period and receive written certification to continue employment after the trial period.
• Submit qualifying experience periods in the required resume format, indicate full-time or part-time work and hours if part-time, and list government position grade levels when applicable.
• Submit required education documentation with the application; foreign education requires a Certificate of Foreign Equivalency and transcript.

Responsibilities

• Follow providers' orders by scheduling consultation requests, laboratory tests, X-rays, and other specialty clinic appointments.
• Schedule appointments with patient input, in person or by phone, coordinating appointments when possible to avoid multiple clinic trips.
• Notify a supervisor when clinic access is inadequate or a patient cannot be scheduled within mandated timeframes.
• Review active and pending consults daily.
• Schedule appointments in accordance with applicable scheduling directives and enter appointments correctly upon receipt.
• Correct scheduling errors within one day of receipt.
• Schedule return appointments before patients leave the check-out area and provide a card or letter with the next appointment date and time when desired.
• Cancel clinic availability in scheduling grids for assigned Teamlets when notified of a clinician's absence.
• Assist veterans with beneficiary travel requests using a paper form or veteran kiosk.
• Communicate and interact with people from varying backgrounds and with health care team members to complete assignments.
• Use office automation equipment, software, programs, and databases to organize and maintain records and schedule clinical appointments.
• Maintain patient confidentiality in accordance with HIPAA requirements.
• Complete mandatory annual TMS assignments and other training or education requirements set by the supervisor.
• Work proficiently and independently, organizing priorities and deadlines to meet team and patient needs.

Benefits

• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement of a child.
• Eligible full-time employees may receive a child care subsidy after 60 days of employment, subject to family-income, eligible-child, and monthly-maximum requirements.
• Traditional federal pension with five-year vesting and federal 401(k) with up to 5% in contributions by VA.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.
• Selected applicants may qualify to receive credit toward annual leave accrual for prior work or military service, subject to prior approval.

What This Job Offers

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