Advanced Medical Support Assistant

Veterans Health Administration • Oconomowoc, WI

12d • Onsite

About The Position

This position serves as an Advanced Medical Support Assistant in the Primary Care Clinics at the Oconomowoc Clinic Based Outpatient Clinic (CBOC). The role is foundational to the VHA Patient Aligned Care Team (PACT) Model transformation initiative. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible scheduling, telework, and virtual work are not available. Recruitment or relocation incentives and permanent change of station assistance are not authorized.

The position is primarily sedentary and takes place in a typical office setting. Duties may involve walking, standing, twisting, turning, sitting, pushing, bending, repetitive keyboarding, and carrying light items. Some positions may require prolonged computer-terminal work while typing and speaking through a telephone headset.

Requirements

• U.S. citizenship, except that non-citizens may be appointed only when qualified citizens cannot be recruited under VA policy.
• Proficiency in basic written and spoken English.
• High school diploma, GED equivalency certificate, or state or territorial education-board proficiency certificate, unless qualifying under the applicable grandfathering provision.
• One year of specialized experience directly related to Medical Support Assistant duties, equivalent to GS-5, demonstrating the knowledge, skills, and abilities needed to perform successfully at GS-6.
• 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 electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated care and care-in-the-community models and patient healthcare portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care and care-in-the-community operations affecting patient flow and support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must pass a pre-employment physical evaluation and meet background and security investigation requirements.
• Must complete the required online onboarding and application documentation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, during which continued employment is subject to written certification that it advances the public interest.

Responsibilities

• Schedule appointments and use the Electronic Waiting List accurately and promptly, incorporating patient input and coordinating appointments to minimize unnecessary trips to the medical center.
• Support clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other healthcare providers or clinics.
• Provide pre-appointment preparation materials or instructions before appointment dates.
• Participate in daily huddles and treatment team meetings.
• Attend staff meetings regularly to help resolve patient-flow, record-control, and other patient problems.
• Review active and pending consults, the unverified orders list, the recall list, and audiocare communications daily for accuracy and disposition.
• Intervene to resolve difficult problems and defuse potential dissatisfaction with VA services to help prevent congressional and adverse publicity.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package, with benefits available to the employee and family; specific eligibility depends on position type.
• Potential credit toward annual leave accrual for prior federal employment or military service, subject to request and approval before appointment and not guaranteed.

What This Job Offers

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