Medical Support Assistant (Advanced) - Surgical Care

Veterans Health Administration • Minneapolis, MN

1d • Onsite

About The Position

The Advanced Medical Support Assistant serves in the Surgical Care service line at the Minneapolis VA Health Care System. The role supports outpatient clinics and an interdisciplinary coordinated care delivery model by providing reception, customer service, appointment scheduling, patient communications, and administrative support. The incumbent manages work with little supervision, sets priorities and deadlines, and adjusts workflow to meet team and patient needs. The position may involve directing the daily work of Clinical Support Section employees when the supervisor is absent, and performing Program Support Assistant (Care Facilitator) or Medical Support Assistant duties during special projects, heavy workloads, absences, or vacancies.

The incumbent coordinates administrative services for Veterans, family members, caregivers, the public, and administrative and clinical staff to support continuity of inpatient and outpatient care. The role requires applying VA laws, regulations, directives, policies, scheduling requirements, and eligibility criteria; serving as a technical advisor and liaison; and handling a high volume of patient inquiries. Work also includes reviewing consults and other patient lists, completing reports and audits, validating workload data, monitoring clinical activity for accurate reporting, and supporting revenue-related data collection. The position is not telework-eligible and is not virtual. The work schedule is administrative days.

Requirements

• U.S. citizenship, with a limited statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• One year of experience equivalent to GS-5 that provides advanced medical terminology knowledge; customer service skills; ability to use computerized systems to enter, modify, and retrieve sensitive medical and personally identifying information; medical appointment scheduling skills; ability to work independently; and professional communication skills.
• Demonstrated 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.
• Demonstrated 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 medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers in person, electronically, by telephone, and in writing; prepare reports in various formats, present data, and resolve patient concerns.
• Proficiency in spoken and written English.
• Must complete all required application steps, including an online assessment.
• Males born after December 31, 1959 must meet Selective Service registration requirements.
• Subject to background and security investigation; selected applicants must complete online onboarding and provide acceptable identification for pre-employment requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• Must complete a pre-employment examination or evaluation; physical or environmental requirements may be addressed during that process.

Responsibilities

• Perform receptionist, customer service, and other duties to support proper and timely patient treatment in one or more outpatient clinics.
• Maintain appointment schedules and assist with clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other providers when staffing or coverage conflicts occur.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and clinic processes.
• Independently manage responsibilities, set priorities and deadlines, and adjust workflow to meet team and patient needs.
• Participate in daily team huddles and weekly team meetings concerning patient care planning and management, except when staff shortages require coverage.
• Review active and pending consults, EWL, Recall lists, and Audio care communications daily for accuracy and disposition.
• Coordinate administrative services for Veterans, family members, caregivers, the public, and administrative and clinical staff to support continuity of inpatient and outpatient care.
• Interpret and apply laws, regulations, directives, and policies relating to administration of VA healthcare benefits.
• Direct the daily work of Clinical Support Section employees in the supervisor's absence.
• Assume Program Support Assistant (Care Facilitator) or Medical Support Assistant duties during special projects, heavy workloads, leave, vacancies, or temporary staffing needs.
• Complete personnel reports and rosters, and maintain supplies and forms.
• Conduct audits, studies, and surveys to support procedure development and help employees collect complete and appropriate data for reporting and revenue generation.
• Generate patient workload reports for validation and monitor clinical activity for consistent and accurate reporting.
• Conduct patient and employee surveys and interviews, observe workflows, guide patients through the hospital system, input referrals, document complaints, provide follow-up, and suggest resolutions to the supervisor.
• Interpret and communicate VA scheduling directive requirements and complete accurate scheduling responsibilities.
• Schedule appointments and use the EWL accurately and promptly.
• May assist with processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit.
• Serve as a technical advisor and liaison with contacts at all levels.
• Explain regulations and eligibility criteria concerning Veterans' entitlements and VA benefits, priorities for care, access to care, and advanced clinical access.
• Lead and organize staff across work areas, ensure compliance, and process and follow up on high volumes of patient phone calls and written requests about appointments or waiting-list status.
• Perform additional duties or tasks assigned by the supervisor to ensure efficient daily operations.

Benefits

• May be eligible for the Student Loan Repayment Program, with repayment limited to $40,000 annually and $100,000 in lifetime awards; participation requires a three-year service agreement and acceptable performance.
• Federal employees and their families have access to a comprehensive benefits package.
• Selected applicants may qualify for credit toward annual leave accrual based on prior federal 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