Lead Medical Support Assistant

Veterans Health Administration • Providence, RI

10h • Onsite

About The Position

This permanent, full-time Lead Advanced Medical Support Assistant position is in the Business Office service line at the VA Providence Healthcare System in Providence, Rhode Island. The role supports care delivery in an Interdisciplinary Coordinated Care model, such as a Patient Aligned Care Team or specialty care setting. The incumbent independently completes recurring assignments, using initiative, and refers deviations, problems, and unfamiliar situations to a supervisor.

The position provides clerical, scheduling, access-to-care, and clinic-support services. The incumbent trains new employees, applies VA policies and processes, monitors appointment access and insurance collection, supports clinic profile management, and helps ensure Veterans are prepared for appointments. The role also includes patient communication, records and demographic updates, correspondence, and administrative support for daily operations.

The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m., at 40 hours per week. Compressed or flexible scheduling, telework, and virtual work are not authorized. The work is performed in an adequately lighted, climate-controlled office.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education, unless covered by the applicable grandfathering provision.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade (GS-06).
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community settings.
• Skill in communicating with individuals to achieve desired outcomes and coordinating with interdisciplinary care team staff.
• Ability to use numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks or responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, and adjust work flow to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
• Complete the required application steps and online assessment; comply with applicable background/security investigation, onboarding, identification, and seasonal influenza vaccination requirements.
• Serve a one- or two-year trial period, subject to the terms described in the announcement.

Responsibilities

• Provide educational sessions to train new employees in clerical processes and ensure that processes, functions, and goals are understood and met.
• Apply VA policies, regulations, guidelines, and processes for scheduling appointments and consults, managing NEAR and Electronic Wait Lists, and completing pre-appointment clinical requirements such as labs, EKGs, and x-rays.
• Monitor clinic access to care.
• Monitor ICB usage and ensure insurance is collected at appointments and captured appropriately by the incumbent and other scheduling staff.
• Keep current with changing regulations, directives, software patches, programs, and processes related to the delivery of the healthcare benefits package.
• Assist with cleanup of the EARR (Encounter Action Required Report) and delinquent recall report.
• Support clinics with utilization and clinic profile management, including setting up clinic grids and canceling or restoring clinics.
• 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.
• Prepare correspondence and memoranda as needed.
• Promote Veteran registration for and use of HealtheVet (MHV).
• Stock basic office supplies for the executive suite.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Use call lists and telephone Veterans to preregister them before scheduled visits; update patient demographics.
• Communicate and interact with patients in a manner appropriate to the cognitive, emotional, and chronological maturation needs of adult and/or geriatric patients.
• Ensure appropriate VA forms are used correctly and regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to support efficient daily operations.

Benefits

• Comprehensive federal employee benefits package; specific eligibility depends on position and employment status.
• Potential credit toward annual leave accrual for qualifying prior work or military service, subject to approval before appointment.

What This Job Offers

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