Advanced Medical Support Assistant

Veterans Health Administration • Aspinwall, PA

1d • Onsite

About The Position

The H. John Heinz III VA Medical Center in Pittsburgh, Pennsylvania, is recruiting an Advanced Medical Support Assistant for Community Care. The position provides specialized administrative patient support in an interdisciplinary coordinated care delivery model, using judgment and flexibility across clinical flow processes related to access to care in multiple clinics, specialties, and community care resources. The role includes scheduling and managing community appointments, answering direct calls and phone-queue calls, confirming appointments, retrieving medical records, and helping Veterans, family members, and community representatives navigate Community Care processes.

The position is full-time and on-site, with a Monday-through-Friday schedule from 7:30 a.m. to 4:00 p.m. Work is primarily sedentary in an office setting, with occasional lifting and carrying of light items such as files and records. The full performance level and selection grade are GS-6. This is a permanent position; relocation and recruitment incentives are not authorized.

Requirements

• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-5 level performing medical support assistant duties in an inpatient or outpatient healthcare setting.
• 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 with internal and external customers in person, by phone, electronically, and in writing.
• Advanced knowledge of healthcare processes related to access to care, including interdisciplinary coordinated care and community care models and patient 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.
• U.S. citizenship is required, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Must meet applicable Selective Service registration requirements for males born after December 31, 1959.
• Must complete a background/security investigation, online onboarding, and pre-employment identification requirements.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.

Nice To Haves

• Familiarity with VA policies and procedures.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults, including appointments in the community.
• Answer phones, greet patients, and relay messages to appropriate staff inside or outside the unit.
• Manage scheduling menus in VISTA and schedule appointments using GUI, ISS, and other specialized scheduling programs.
• Confirm appointments and retrieve medical records.
• Enter no-show information and monitor appointment requests from multiple electronic sources.
• Participate in huddles with medical support assistants and clinic staff to determine daily clinic needs.
• Monitor inpatient and outpatient appointments in areas of responsibility.
• Verify and update patient demographic and insurance information at check-in.
• Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals.
• Determine appointment type based on a patient's eligibility status.
• Assist Veterans, family members, and community representatives in navigating Community Care processes.
• Collaborate and communicate with interdisciplinary clinical staff to support patient care and clinic goals.
• Organize and prioritize work to meet deadlines and comply with established processes, policies, and regulations.
• Communicate with internal and external customers in person, by phone, electronically, and in writing, including resolving patient concerns and preparing or presenting reports and data.

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.
• 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.
• Child-care subsidy eligibility after 60 days for qualifying full-time employees and families, subject to income and other conditions.
• Traditional federal pension with five-year vesting.
• 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 can be carried into retirement.
• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or VA special needs.

What This Job Offers

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