Medical Support Assistant (Adv

Veterans Health Administration•Burlington, VT

16h•Onsite

About The Position

This position serves as a Medical Support Assistant (Advanced) for the White River Junction Healthcare System and is located at the Burlington Lakeside VA Clinic in Burlington, Vermont. The role provides administrative support to the assigned section and supports clinic profile management, appointment scheduling, referrals, patient check-in and registration, and communication with Veterans and clinic staff. The incumbent uses VISTA and VISTA Imaging, follows privacy rules and established clinic processes, and supports patient access to care, including Community Care referrals and use of My HealtheVet and clinic kiosks. The work involves interacting with adult and geriatric patients and may include stressful situations with Veterans. The position is full-time, Monday through Friday, during day-shift hours to be determined. Compressed or flexible scheduling and telework are not authorized; the position is not virtual. The full performance level is GS-06. The position requires a one- or two-year trial period, a pre-employment physical evaluation, and participation in the seasonal influenza vaccination program.

Requirements

U.S. citizenship; non-citizens may be appointed only when qualified citizens cannot be recruited in accordance with VA policy.
High school diploma, GED equivalency certificate, or state or territorial education-board proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to GS-05 in Federal service, including clinic experience in a hospital or doctor's office setting and scheduling a high volume of appointments annually.
High-level customer service skills demonstrated through daily interaction and communication 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 using specific computer scheduling programs or software in a clinic or hospital.
Ability to collaborate and communicate with medical 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 established processes, policies, and regulations.
Ability to 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.
Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated care, Community Care models, and patient healthcare portals.
Advanced knowledge of policies and procedures for coordinated care and Community Care operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Advanced knowledge of medical terminology.
Must pass a pre-employment physical evaluation.
Must participate in the VA seasonal influenza vaccination program.
Must complete required application materials and an online onboarding process, provide acceptable identification, and undergo a background/security investigation.
Must serve a one- or two-year trial period.
Physical ability to stand for prolonged periods; bend, reach, crouch, stoop, stretch, lift moderately heavy items, walk between areas, and perform keyboarding.

Responsibilities

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 appropriate information while following privacy rules and clinic processes.
Enter data accurately into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of entering the data into VISTA.
Promote Veterans' registration for and use of My HealtheVet and clinic kiosks.
Follow procedures for Community Care referrals.
Serve as the 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 and use call lists to telephone Veterans before scheduled visits.
Update patient demographics.
Communicate and interact with patients in a manner appropriate 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.
Organize and prioritize work to meet deadlines and comply with established processes, policies, and regulations.
Communicate with internal and external customers electronically, by phone, in person, and in writing; resolve patient concerns as needed.