Medical Support Assistant (Advanced)

Veterans Health Administration•Ramsey, MN

8d•Onsite

About The Position

The Advanced Medical Support Assistant serves as an initial point of contact for patients; schedules medical appointments; tracks, reviews and responds to electronic orders, consults and other elements in the electronic medical record and medical systems. This position is located in Mental and Behavior Health Service Line, Northwest Metro Clinic, Ramsey, MN.

Requirements

Must be a U.S. Citizen to apply for this job.
Must complete all required steps in the process.
In addition to the application and questionnaire, this position requires an online assessment.
The online assessment measures critical general competencies required to perform the job.
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 form(s) of identification will be required to complete pre-employment requirements ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
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.
As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Licensure/Certification/Registration. None
Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
Medical Support Assistant (Advanced) GS-6
This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation.
You must meet the basic requirements and the following:
REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following :
Utilized advanced knowledge of medical terminology specific to understand medical diagnosis and procedures to communicate clinical staff instructions to patients.
Applied skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
Operated computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
Scheduled medical appointments in a clinical setting.
Worked independently in the accomplishment of a wide variety of duties performing patient support work.
Communicated effectively and professionally in person, electronically, and /or by telephone, with internal and external customers.
AND Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below :
(a) 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.
(b) 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.
(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
(d) 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.
(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
(f) 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.

Responsibilities

Greet and check-in patients
Assist patients with mobile check-in
Gather medical information
Refer patients to appropriate member of health care team
Report backlogs, difficulty meeting deadlines and uncooperative physicians
Document complaints and identify customer concerns
Perform tasks required to resolve issues accurately and timely and following up to ensure satisfactory resolution
Diffuse potential dissatisfaction with VA services
Monitor copying and faxing
Route incoming phone calls
Generate patient workload reports and monitor activity
Respond to secure messages
Respond to appointment requests
Ensure scheduling related documentation is completed accurately and timely
Monitor and maintain scheduling grids with supervision
Process transfers to other facilities
Perform basic eligibility requirements
Maintain warehouse supplies and clinic forms
Assist with clinic access contingency plans by adjusting appointment times, locations or dates
Provide training and knowledge of data programs
Request medical records from Community Care providers and non-VA healthcare institutions
Conduct special audits
Conduct studies or surveys as needed/requested
Ensure collection complete and appropriate date for reporting purposes
Mentor GS3-5 MSAs
Learn new processes to oversee training and implementation among other MSAs
Provide training during orientation and or remedial for existing staff
Work to resolve daily workplace issues
Provide guidance to staff members including changes to policies and procedures
Process incoming patient secure messaging through and coordinate with care team as appropriate
Participate in team huddles and team meetings to manage, plan, problem solve and follow up with patient care by sharing information and collaborating with the interdisciplinary team
Setting priorities and deadline
Adjusting flow and sequencing of work to meet team and patient needs
Identify incomplete encounters and communicate findings to providers
Assist the team to reinforce the plan of care and self-help solutions
Enter appropriate information into the electronic record
Monitor pre-appointment information and or requirements to assure readiness for patient visit/procedure
Manage patient systems to verify and validate accuracy and resolve issues
Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
Inform team members about shared patients (those receiving care at other VA facilities or care in the community)
Work Schedule : 8:00am to 4:30pm, Monday-Friday
Telework : Not Eligible
Virtual: This is not a virtual position.
Functional Statement # : 000000
Relocation/Recruitment Incentives : Not Authorized

Benefits

Competitive salary and regular salary increases.
When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
37-50 days of annual paid time offer 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)

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