Advanced Medical Support Assistant

Veterans Health Administration • West Haven, CT

11d • Onsite

About The Position

The Advanced Medical Support Assistant is part of the Health Administration Section (HAS) of the Business Office Service Line at the VA Connecticut Healthcare System, West Haven Campus. The Intake Unit supports eligibility and enrollment, VHIC processing, clerical and administrative support to the Emergency Room, Triage and Admission Office, lodging, decedent affairs, means testing, and kiosks. The incumbent provides administrative support for all Intake Unit functions and day-to-day office operations.

The position is full-time, 40 hours per week, scheduled 8:00 a.m. to 4:30 p.m. Eastern time. It is not a virtual position, and telework is not available. The role serves Veterans in Connecticut and Southern New England and involves interaction with patients, families, clinicians, clinics, call centers, and Care in the Community. A valid state driver’s license is required, and travel is expected.

Applicants must meet federal eligibility and qualification requirements, including U.S. citizenship, high school education or equivalent, English proficiency, and the applicable GS-06 experience and knowledge, skills, and abilities. The work includes physical activity such as standing, bending, reaching, crouching, stooping, stretching, lifting moderately heavy items, keyboarding, and walking between work areas. The employee may encounter stressful situations with Veterans.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under applicable law.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the next lower federal grade level (GS-05), including clinic experience in a hospital or doctor's office setting and scheduling a high volume of appointments annually.
• At least six months of clerical, office, customer service, or other administrative work indicating the ability to acquire the knowledge and skills needed for the position.
• High-level customer service skills demonstrated through daily interaction with clinicians, patients, families, and coworkers.
• Experience handling multiple clinic communication inputs, such as in-person, telephone, and instant-message communications, with timely and professional resolution.
• Experience with specific computer scheduling programs or software used in a clinic or hospital.
• Advanced knowledge of healthcare processes related to access to care, including scheduling across interdisciplinary coordinated care and/or 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.
• Ability to collaborate and communicate with clinicians across multiple disciplines to accomplish team goals and support patient care.
• Ability to set priorities and organize work independently, meet deadlines, and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers in writing, electronically, by phone, and in person.
• Must have a valid state driver's license and be able to travel for the position.
• Must complete required application steps and an online assessment; be subject to a background/security investigation; complete onboarding; pass a pre-employment physical evaluation; and participate in the seasonal influenza vaccination program.
• Males born after December 31, 1959, must meet Selective Service registration requirements.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Nice To Haves

• Excellent customer service experience.
• Clerical or administrative experience.
• Medical office experience.

Responsibilities

• Provide administrative support for all Intake Unit functions and day-to-day office operations.
• Support clinics with clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memos as needed.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and established clinic processes.
• Accurately enter data into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of data entry.
• Promote Veterans' registration for and use of MyHealthyVet (MHV) and kiosks.
• Follow procedures regarding Community Care referrals.
• Serve as an initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding patient appointments and referrals.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Pre-register Veterans during check-in, use call lists, and telephone Veterans before scheduled visits.
• Update patient demographics.
• Communicate and interact with patients appropriately to their cognitive, emotional, and chronological maturation needs, including adult and geriatric patients.
• Collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Independently set priorities and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.

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.
• Paid parental leave of up to 12 weeks after 12 months of employment in connection with birth, adoption, or foster care placement.
• Child care subsidy may be available to eligible full-time employees after 60 days of employment, subject to family income, eligible-child, cost, and monthly maximum requirements.
• Traditional federal pension with five-year vesting.
• 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 can be carried into retirement.
• Competitive salary and regular salary increases.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

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