Medical Support Assistant (Advanced)

Veterans Health Administration • Iron Mountain, MI

13h • Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant in the VA Care Community Section (VACC) at the Oscar G. Johnson VA Medical Center in Iron Mountain, Michigan, under Nursing and Patient Care Service. The position supports the administrative aspects of patient care, including access, appointment scheduling and coordination using advanced clinic access principles, updating demographic and insurance information, and customer service. The Advanced MSA works collaboratively within an interdisciplinary coordinated care delivery model and provides administrative support to clinicians and other staff to coordinate patient care. The position uses HSRM and VISTA to manage appointments and create authorizations in accordance with the Office of Integrated Veteran Care Field Guidebook. The work is primarily sedentary and is performed in an office setting. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available; this is not a virtual position.

Requirements

• U.S. citizenship, except that non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA policy.
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial-level Board or Department of Education.
• Proficiency in spoken and written English.
• For the GS-06 Advanced Medical Support Assistant grade: one year of creditable experience equivalent to the next lower grade (GS-05).
• Advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care and/or community care models and patient health care portals, as it relates to access to care.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care and/or community care operations affecting patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with a broad range of 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 by electronic means, phone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Must complete a pre-employment physical evaluation and pass a background/security investigation.
• Must meet onboarding and identification-document requirements and, where applicable, Selective Service registration requirements.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.

Nice To Haves

• Prior work experience or military service may be considered for credit toward annual leave accrual, subject to approval before appointment.

Responsibilities

• Provide administrative support to clinicians and other administrative and professional staff to coordinate patient care.
• Schedule and coordinate appointments for diagnostic testing and consultative appointments across clinical services.
• Answer phone calls courteously and promptly, determine the nature of requests, and provide information consistent with privacy rules and established processes.
• Explain procedures to Veterans and their families in person and by phone.
• Independently manage responsibilities, set priorities and deadlines, and adjust work sequencing to meet team and patient needs.
• Generate authorizations for pre-authorized outpatient, unauthorized, and emergency care claims, and make eligibility determinations for VACC programs.
• Coordinate with utilization review to ensure appropriate authorizations are issued and correspondence is sent to vendors.
• Serve as a liaison between Veterans and vendors regarding VACC and VA clinical services.
• Obtain requested reports, X-rays, laboratory results, and other information needed to complete VACC Coordination consults in CPRS.
• Ensure required components and documentation are distributed to the appropriate services at private institutions where care will be provided.
• Prioritize requested procedures based on urgency.
• Maintain an Excel directory of institutions and contact persons, including names, addresses, phone numbers, and fax numbers.
• Generate correspondence to Veterans and providers and manage correspondence received about Community Care.
• Provide advisory and technical assistance to Veterans and staff; identify and respond to questions, needs, and complaints.
• Provide necessary information to staff and patients and address a wide range of problems, including atypical and complex situations.
• Use HSRM and VISTA to manage and coordinate appointment management and create authorizations in accordance with the IVC Field Guidebook.
• Perform other duties as assigned.

Benefits

• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster care placement of a child.
• Eligible full-time employees with total family income below $144,000 may qualify, after 60 days of employment, for a childcare subsidy of up to 25% of eligible childcare costs, subject to a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and a 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 within the appropriate grade may be considered based on 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