Medical Support Assistant (Advanced)

Veterans Health Administration • Los Angeles, CA

20d • Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant and Consult Coordinator for Care in the Community (CITC) within the Care in the Community Service at the Sepulveda VA Medical Center. The role collaborates with members of expanded health care teams, including non-VA providers, to support an interdisciplinary approach to care.

The position performs receptionist and customer-service duties and supports the proper, timely treatment of patients. It maintains appointment schedules for Community Care, coordinates non-VA clinic appointments, manages the electronic wait list, and helps ensure clinic setup and patient flow meet operational and patient needs. The role also supports follow-up care coordination, communication among patients, clinicians, VA medical centers and community providers, and administrative problem solving.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible scheduling and telework are not available; the position is not virtual. Relocation or recruitment incentives and permanent change-of-station expenses are not authorized. The full performance level is GS-06.

Requirements

• U.S. citizenship, subject to the stated exception for appointment of non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate, unless qualifying under the applicable grandfathering provision.
• One year of experience equivalent to the GS-05 grade level for the GS-06 grade determination.
• Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary coordinated care or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care or care-in-the-community operations 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 a broad range of medical clinicians across multiple disciplines to accomplish team goals and support patient care.
• 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.
• Must meet background and security investigation requirements, complete the online onboarding process and application requirements, and participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment upon completion.
• Physical requirements include sitting, walking, and standing.

Responsibilities

• Perform receptionist, customer-service, and other assigned duties to support proper and timely patient treatment.
• Maintain appointment schedules for Community Care and schedule non-VA clinic appointments using VistaA scheduling options and other pertinent programs.
• Collaborate in an interdisciplinary coordinated care delivery model, including PACT, Specialty Clinics, C&P, and CITC Care.
• Participate in team huddles and meetings to manage and plan patient care, set priorities and deadlines, and adjust work flow and sequencing to meet team and patient needs.
• Manage the electronic wait list by verifying and validating accuracy, resolving issues, and contributing to operational problem solving and administrative follow-up actions.
• Coordinate with the patient care team to review clinical utilization reports, monitor clinic setup, and make necessary adjustments to support clinic needs.
• Develop and maintain effective communication with patients, the interdisciplinary team, VA medical centers, other agencies, and community providers, including during inpatient-to-outpatient discharge.
• Develop and manage tracking systems for follow-up care, including consults and tests.
• Educate providers about shared patients receiving care at multiple VA facilities or in the community, and bring relevant information to providers' attention.
• Collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• Independently set priorities and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing.

Benefits

• Federal employee benefits are available to the employee and family, subject to position eligibility and applicable conditions.
• Annual leave accrual may be credited for qualifying prior federal work or military service, if requested and approved before appointment; approval is not guaranteed.

What This Job Offers

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