Medical Support Assistant (Advanced)

Veterans Health Administration•Buffalo, NY

3d•Onsite

About The Position

The Advanced Medical Support Assistant coordinates with the patient care team to review clinic utilization using reports such as the Clinic Utilization Statistical Summary, monitors clinic setup to support clinic needs, and makes necessary adjustments. The position is located at the VA Western New York Healthcare System in Buffalo, New York. The role supports clinic operations and patient care administration by managing correspondence and medical records, maintaining patient and insurance information, coordinating scheduling and ancillary services, managing reminders and patient assignments, and communicating with patients and staff. The incumbent also assists with clinic performance reporting, screens patients for appropriate medical information within scope, processes transfers, and supports enrollment in My HealtheVet and Secure Messaging. The work schedule is 7:00 AM–3:30 PM four days per week and 10:00 AM–6:30 PM one day per week, with rotating days, weekends, and holidays. Telework is not available, and the position is not virtual. The position is in the Excepted Service and does not confer competitive status.

Requirements

U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
Proficiency in spoken and written English.
One year of creditable experience equivalent to the next lower grade for the GS-06 Advanced Medical Support Assistant grade determination.
Advanced knowledge of technical healthcare processes related to access to care, including scheduling across interdisciplinary coordinated-care or community-care models and patient health portals.
Advanced knowledge of policies and procedures for coordinated care 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 medical clinicians across multiple disciplines to support team goals and 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; this may include preparing reports, presenting data, and resolving patient concerns.
Complete the required application steps and online assessment.
Meet applicable background and security investigation requirements and complete online onboarding.
Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
Serve a one- or two-year trial period as a condition of employment.

Nice To Haves

Knowledge or background in inpatient ward settings.

Responsibilities

Manage written and faxed correspondence and paper medical records within the teamlet or team, and coordinate release of information in accordance with policy.
Verify and update patient demographic information.
Manage health insurance information, verify third-party insurance, and update information in the Insurance Capture Buffer system.
Manage workload information and ensure data is captured according to Medical Center and HIMS methodology using the encounter system.
Assist staff in developing, preparing, and using reports related to group practice performance, workload, and business practices to optimize clinic operations.
Coordinate information and actions related to patient care and ancillary services; manage the scheduling package; and schedule appointments in accordance with VHA national scheduling guidelines, training, instructions, and business rules.
Manage the Recall Reminder system for the assigned teamlet or team.
Manage patient assignment and inactivation in the Patient Centered Management Model.
Perform telephone and in-person receptionist duties for internal and external customers, and document interactions appropriately in the electronic medical record, VISTA, or Microsoft Outlook using established processes.
Screen patients to obtain appropriate medical information, provide timely assistance within scope of practice, and refer clinical concerns to the appropriate team member.
Process emergency and non-emergency transfers to other VA facilities or private hospitals.
Perform basic eligibility, copay, and preauthorization checks for specific coverage, including TRICARE and sharing agreements.
Recruit and assist with and/or enroll patients in My HealtheVet and Secure Messaging.