Medical Support Assistant (Advanced)

Veterans Health Administration • Iron Mountain, MI

6d • Onsite

About The Position

The Advanced Medical Support Assistant serves at the Oscar G. Johnson VA Medical Center in patient-focused, outcome-oriented clinics, coordinating care according to individual Veteran patients’ needs. The position serves as a contact for Veterans and their representatives seeking medical or behavioral health care or other assistance. It identifies the nature of their needs, provides information and guidance, initiates appropriate action, and refers concerns beyond its control to the Patient Advocate. The incumbent explains relevant benefit eligibility and procedures, directs billing inquiries to appropriate staff, and identifies Veterans who may need immediate medical evaluation, promptly referring them to clinical staff or calling 911 when emergency care is needed. The role emphasizes compassionate, sensitive service, effective patient-centered communication, advocacy, and the VA !CARE core values.

The incumbent schedules, reschedules, and cancels patient appointments using the VistA Appointment Scheduling Enhancement (VSE) package, following clinic profile instructions and scheduling according to Veteran requests. The work includes reviewing the electronic medical record and electronically verifying orders taken off or completed. Scheduling considerations include multiple appointments, long-distance travel, and other special circumstances, with appropriate comments entered in appointment remarks. Other duties may be assigned.

The position is Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible schedules and telework are not authorized. This is not a virtual position. The work is primarily sedentary in a typical office setting, with possible walking, standing, twisting, turning, sitting, pushing, bending, repetitive keyboarding, and carrying light items. Some positions may involve extended computer-terminal work while typing and talking on a telephone headset.

Requirements

• U.S. citizenship, subject to the stated exception under VA policy 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 creditable experience equivalent to GS-05 for the Advanced Medical Support Assistant GS-06 grade.
• Advanced knowledge of technical health care processes and access to care, including scheduling across interdisciplinary coordinated care and/or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures affecting interdisciplinary coordinated care, patient flow, and administrative support functions such as appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines and comply 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.
• Must pass a pre-employment physical evaluation or examination and any applicable background and security investigation.
• Subject to urinalysis screening for illegal drug use if tentatively selected for a testing-designated position.
• Must participate in the VA seasonal influenza vaccination program.
• Must complete the online onboarding process and required application documentation.
• Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.

Responsibilities

• Serve as a contact for Veterans and their representatives seeking medical or behavioral health care or other assistance.
• Determine Veterans’ needs, listen to concerns, provide information and guidance, and initiate appropriate action.
• Refer concerns beyond the incumbent’s control to the Patient Advocate and direct billing inquiries to appropriate staff.
• Explain beneficiary eligibility, available VA medical benefits, and procedures for obtaining benefits.
• Identify Veterans who may need immediate medical evaluation, refer them promptly to medical staff, and call 911 when emergency care is required.
• Provide compassionate, patient-centered communication, education, and advocacy to Veterans, families, visitors, staff, and interdisciplinary team members.
• Schedule, reschedule, and cancel patient appointments in VSE, following clinic instructions and Veteran requests.
• Review the electronic medical record and electronically verify orders taken off or completed.
• Consider multiple appointments, long-distance travel, and other special circumstances when scheduling, and enter appropriate appointment remarks.
• Perform other duties as assigned.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster-care placement.
• Potential childcare subsidy for eligible full-time employees after 60 days of employment, subject to income and other eligibility criteria.
• Traditional federal pension, with five-year vesting, and federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

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