Medical Support Assistant (Advanced) - Specialty Care

Veterans Health Administration • Minneapolis, MN

4d • Onsite

About The Position

The Advanced Medical Support Assistant serves in the Primary Care/Subspecialty Medicine service line at the Minneapolis VA Health Care System. The role provides administrative and patient-support services within an interdisciplinary coordinated care model, including receptionist and customer-service duties, outpatient clinic scheduling, and support for continuity of inpatient and outpatient care. The incumbent independently prioritizes and organizes work, supports team meetings and patient-care planning, and applies VA policies and regulations relating to healthcare benefits, eligibility, scheduling, and access to care.

The position may involve working across clinical areas throughout the medical center, including some off-campus locations or irregular tours, and providing backup for Program Support Assistant or Medical Support Assistant functions during special projects, heavy workload, leave, vacancies, or staff details. The regular schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Telework is not available, and this is not a virtual position.

Requirements

• U.S. citizenship is required, subject to the stated statutory exception for non-citizen appointments when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to GS-5 that includes advanced medical terminology knowledge; customer-service skills; ability to use computerized systems to enter, modify, and retrieve sensitive medical and patient-identifying information; medical appointment scheduling experience; ability to work independently on varied patient-support duties; and effective professional communication in person, electronically, and by telephone.
• Demonstrated advanced knowledge of healthcare processes and access to care, including scheduling across coordinated-care or community-care models and patient health 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 prioritize and organize work to meet deadlines and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers by electronic communication, telephone, in person, and in writing; prepare reports, present data, and resolve patient concerns.
• Complete the required application steps, questionnaire, and online assessment.
• Male applicants born after December 31, 1959, must be registered for Selective Service.
• Subject to background and security investigation and completion of online onboarding.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• A pre-employment examination or evaluation is required as part of the pre-employment process.
• Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.

Responsibilities

• Perform receptionist, customer-service, and other administrative duties supporting timely patient treatment and maintain appointment schedules for one or more outpatient clinics.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information using privacy rules and established clinic processes.
• Independently manage responsibilities, set priorities and deadlines, and adjust work sequencing to meet team and patient needs.
• Participate in daily teamlet huddles and weekly team meetings concerning patient-care planning and management, except when covering staff shortages.
• Review active and pending consults, EWL, Recall lists, and Audiocare 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.
• Develop and maintain working relationships with clinical and administrative staff to determine priorities supporting direct patient care.
• Interpret and apply laws, regulations, directives, and policies related to the administration of VA healthcare benefits.
• Distribute and balance workload among employees, ensure timely completion, and ensure employees have sufficient assigned work.
• Assume Program Support Assistant or Medical Support Assistant duties during special projects, heavy workload, leave, vacancies, or staff details.
• Complete personnel reports and rosters and maintain supplies and forms.
• Coordinate compliance and standardization with changing VHA directives, regulations, local policies, and Advanced Clinic Access principles.
• Conduct audits, studies, surveys, patient or employee interviews, and workflow observations to develop procedures and support complete data collection, reporting, and revenue generation.
• Guide patients through the hospital system, input referrals, document complaints, provide follow-up, and suggest resolutions to the supervisor.
• Interpret and communicate VHA Scheduling Directive requirements and perform accurate scheduling responsibilities.
• Schedule appointments and use the EWL accurately and promptly.
• Assist with processing Veterans' travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit when requested.
• Explain regulations and eligibility criteria concerning Veterans' entitlements and VA benefits, priorities for care, access to care, and advanced clinic access.
• Maintain the ability to perform varied and complex Program Support Assistant and Medical Support Assistant duties across clinical areas, including some off-campus locations or irregular tours.

Benefits

• The occupational series may be eligible for the Student Loan Repayment Program, with repayment limited to $40,000 annually and $100,000 in lifetime awards; participants must sign a three-year service agreement and maintain 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 work or military service, subject to approval.

What This Job Offers

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