Advanced Medical Support Assistant

Veterans Health Administration • Dayton, OH

2d • Onsite

About The Position

The Dayton, Ohio Veterans Affairs Medical Center is recruiting for well-qualified Medical Support Assistant (Advanced), within the Primary Care Service. The Medical Support Assistant (Advanced) is responsible for administrative clerical duties in support of patient care including the implementation and sustainment of the VHA Primary Care Patient Aligned Care Team (PACT) initiative. The AMSA responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care. Duties include, but are not limited to: Promptly answers, screens, and prioritizes telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies and answers telephone calls to their assigned PACT. Effectively communicates both orally and in writing with people of various backgrounds and is responsible for accurate appointment management and the coordination of all administrative information. Independently manage position responsibilities and meet deadlines; set priorities and deadlines in line with team goals, adjusts the flow and sequencing of the work to meet team and patient needs. Schedules medical appointments for patients and is responsible for accurate appointment management and coordinating all administrative information between the professional staff and the patient. Demonstrates ability to provide clear, understandable and correct information to internal and external customers. Participates in daily Teamlet huddles led by team providers or nurse and other team meetings where patient care planning and management occur. Maintains patient confidentiality with information, per HIPAA requirements.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process, including the application, questionnaire, and an online assessment.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable forms of identification will be required to complete pre-employment requirements.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• Will be required to serve a 1 or 2-year trial period.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade (GS-5) for placement at GS-6.
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.

Nice To Haves

• Preferred Experience: None

Responsibilities

• Provides outstanding customer service on a routine basis by actively listening to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner.
• Responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care.
• Answers telephone calls to their assigned PACT, promptly, screening and prioritizing them in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies.
• Effectively communicates both orally and in writing with people of various backgrounds.
• Is responsible for accurate appointment management and the coordination of all administrative information.
• Independently manages position responsibilities and meets deadlines; sets priorities and deadlines in line with team goals, adjusts the flow and sequencing of the work to meet team and patient needs.
• Schedules medical appointments for patients and is responsible for accurate appointment management and coordinating all administrative information between the professional staff and the patient.
• Demonstrates ability to provide clear, understandable and correct information to internal and external customers.
• Participates in daily Teamlet huddles led by team providers or nurse and other team meetings where patient care planning and management occur.
• Maintains patient confidentiality with information, per HIPAA requirements.

Benefits

• Competitive salary and regular salary increases.
• 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year).
• Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
• After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• After 60 days of employment, full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).

What This Job Offers

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