Advanced Medical Support Assistant (Telehealth)

Veterans Health Administration • Prescott, AZ

4d • Onsite

About The Position

The Northern Arizona VA Health Care System is hiring an Advanced Medical Support Assistant for the Connected Care Service Line in the Telehealth Department. The incumbent is an initial point of contact for Veterans seeking medical treatment through telehealth, experiencing medical problems, or requesting information at the clinic. The position provides specialized administrative patient support in an interdisciplinary coordinated care model and requires flexible use of clinical-flow processes to support access to care across multiple clinics, specialties, and care-in-the-community resources.

The Advanced MSA performs scheduling and related administrative functions for Connected Care, including coordinating local and distant-site collaborations. The role supports patient care by communicating with Veterans, clinicians, VA medical centers, other agencies, and non-VA facilities; monitoring appointment availability and clinic schedules; and using advanced patient systems to support multiple clinics. The incumbent may also process patient secure messages, participate in team huddles, manage follow-up care, identify incomplete encounters, and maintain accurate information in electronic records.

The role is assigned to the Telehealth Department and is not virtual or telework eligible. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Applicants selected should be prepared to onboard within 30 days of the announcement closing. Relocation assistance is not authorized.

Requirements

• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• Six months of clerical, office, customer-service, or other administrative experience indicating the ability to acquire the necessary knowledge and skills; or one year of education above high school; or an equivalent combination of experience and education. Grandfathering provisions may apply to eligible current VHA employees.
• For the GS-06 grade, one year of experience equivalent to the GS-05 level, including customer interaction; maintaining medical charts and administrative records; verifying and updating demographic and insurance information; obtaining medical information from patients; coordinating patient-care information and actions; and scheduling under VHA national guidelines.
• Ability to collaborate and communicate with clinicians across multiple disciplines to accomplish team goals and ensure patient care needs are met.
• Ability to independently set priorities and organize work to meet deadlines while complying with processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, telephone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical health-care processes related to access to care, including interdisciplinary scheduling and patient health-care portals.
• Advanced knowledge of policies and procedures for coordinated care and care-in-the-community operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Advanced computer skills and knowledge of clinic procedures and regulations.
• Effective oral and written communication skills and the ability to interact directly with patients and staff.
• Must meet VA pre-employment, security, identification, onboarding, and influenza-vaccination requirements; designated positions are subject to drug testing.
• Must serve a one- or two-year trial period, as applicable.
• Physical capability for moderate lifting (15–44 pounds), light carrying (under 15 pounds), reaching above the shoulder, finger use, and walking for up to one hour; hearing aids are permitted.

Nice To Haves

• Expert computer skills, including the Microsoft Office Suite.
• A proven track record of exceptional customer service.

Responsibilities

• Perform scheduling functions for Connected Care, including coordination with local and distant sites.
• Answer telephones, greet patients, relay messages to appropriate staff, schedule appointments, and interpret and verify provider orders in accordance with VHA national scheduling guidelines and virtual-care requirements.
• Use Vista, PCE, CPRS, GUI, TMP, VCM, and other applicable systems to monitor clinic data, abstract information for providers, troubleshoot procedures, and expedite processing and distribution of information.
• Perform administrative functions associated with patient care and treatment in Telehealth.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Provide organizational information to Veterans about VA telehealth services.
• Communicate with patients, visitors, clinicians, professional staff, administrative staff, VA medical centers, other agencies, and non-VA medical facilities through in-person, telephone, electronic, and written channels.
• Identify customer concerns, resolve issues accurately and promptly, and follow up as needed to ensure satisfactory resolution.
• Coordinate with patient care teams to review appointment availability and monitor clinic schedules, making adjustments as needed to support clinic needs.
• Process incoming patient secure messages through My HealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care.
• Set priorities and deadlines, adjust work sequencing, and communicate incomplete encounters or other findings to providers and team members.
• Assist care teams in reinforcing care plans and self-help solutions; enter appropriate information into electronic records.
• Monitor pre-appointment information and requirements to ensure readiness for visits or procedures.
• Manage patient systems to verify and validate information and resolve issues; evaluate patient information and clinic schedules to determine whether patients need immediate appointments.
• Manage or assist with follow-up care, including consults and tests, and communicate information about shared patients receiving care at multiple VA centers or in the community.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on qualifications or VA needs.
• 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.
• Potential credit toward annual-leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster-care placement.
• Eligible full-time employees may qualify for a child-care subsidy after 60 days of employment, subject to family-income and other eligibility limits.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term-life, and long-term-care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

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