Medical Support Assistant (Advanced)

Veterans Health Administration • Iron Mountain, MI

8d • Onsite

About The Position

The Advanced Medical Support Assistant serves at the Oscar G. Johnson VA Medical Center and its community-based outpatient clinics. These patient-focused, outcome-oriented care settings prioritize efficient coordination of care tailored to each Veteran’s needs, including care, education, and support.

The incumbent serves as a point of contact for Veterans and their representatives seeking medical or behavioral health treatment or other assistance. The position assesses needs, provides information and guidance, initiates appropriate action, and refers concerns beyond its authority to the Patient Advocate. It also explains eligibility, benefits, and relevant procedures; identifies Veterans who may need immediate medical evaluation; refers them to medical staff; and contacts emergency services when required. The role promotes compassionate, patient-centered communication and advocacy.

The incumbent schedules, reschedules, and cancels appointments using VistA Appointment Scheduling Enhancement (VSE), follows clinic instructions and scheduling procedures, verifies orders in the electronic medical record, and records appropriate appointment comments. Scheduling takes account of Veterans’ preferences and special circumstances, including multiple appointments and long travel distances. The position also processes clinic cancellations and arranges timely rescheduling, including patient letters or calls when needed, and schedules same-day access appointments. Other duties may be assigned.

This is a full-time, Monday–Friday position with a work schedule of 8:00 a.m. to 4:30 p.m. Telework is unavailable, and the position is not virtual.

Requirements

• U.S. citizenship, except where appointment of a non-citizen is permitted under VA policy 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 GS-05 for the GS-06 Advanced Medical Support Assistant grade.
• Advanced knowledge of the technical health care process as it relates to access to care, including scheduling across coordinated care models and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care operations that affect 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 accomplish team goals and meet patients’ care needs.
• 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 by electronic means, phone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Pass a pre-employment physical evaluation and required background/security investigation.
• Complete required application and onboarding requirements and participate in the seasonal influenza vaccination program.
• Serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Serve as a contact for Veterans and their representatives seeking medical or behavioral health treatment or other assistance; determine needs, listen to concerns, provide information and guidance, and initiate appropriate action.
• Provide information to patients and staff about a range of concerns, including atypical or complex situations, and refer concerns beyond the incumbent’s control to the Patient Advocate.
• Explain hardship application and pharmacy waiver procedures, direct billing inquiries to appropriate staff, and explain beneficiary eligibility, available VA medical benefits, and procedures for obtaining benefits.
• Identify Veterans who may require immediate medical evaluation, refer them to medical staff, explain the reason for referral, and call 911 when emergency care is required.
• Demonstrate compassionate, patient-centered communication and advocacy with Veterans, families, visitors, staff, and interdisciplinary team members; include patients in mutual goal setting and uphold VA core values.
• Schedule, reschedule, and cancel patient appointments in VSE in accordance with Veterans’ requests and clinic profile instructions.
• Use the electronic medical record to electronically verify orders and document appropriate appointment comments.
• Accommodate, when possible, Veterans with multiple appointments, long travel distances, or other special circumstances, and schedule same-day access appointments as needed.
• Process clinic cancellations promptly and arrange appropriate rescheduling, including sending letters or calling patients when short notice is given.
• Perform other duties as assigned.

Benefits

• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income, eligible-child, and monthly limits.
• Traditional federal pension with five-year vesting and a 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.
• Competitive salary and regular salary increases.

What This Job Offers

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