Medical Support Assistant (Advanced)

Veterans Health Administration • Montevideo, MN

6d • Onsite

About The Position

This Medical Support Assistant (Advanced) position serves the Primary Care and Specialty Care Integrated Clinical Communities at the Montevideo VA Health Care System. The role is the first administrative point of contact for Veterans, family members, and other visitors, and provides administrative support to clinical staff while overseeing daily clerical functions for scheduling across Primary and Specialty Medicine areas. The position handles communications, scheduling and access-to-care processes, records and documentation, referrals, patient inquiries, and coordination with clinical teams. It requires advanced knowledge of medical terminology and healthcare administrative processes, independent prioritization, and collaboration with clinicians to support continuity of care. The full performance level is GS-6. The position is onsite at the VA facility; telework is not available, and it is not a virtual position. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m.

Requirements

• U.S. citizenship is required, with a stated exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or a qualifying proficiency certificate is required.
• Proficiency in spoken and written English.
• One year of experience equivalent to GS-5 performing healthcare administrative duties in an inpatient or outpatient setting, including duties such as scheduling, answering phones, relaying messages, interpreting and verifying provider orders under VHA scheduling guidelines, and advising clinical staff on administrative processes.
• Advanced knowledge of healthcare access processes, including scheduling across coordinated care models and patient healthcare 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 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, including resolving patient concerns and preparing and presenting reports.
• Must complete required application steps and an online assessment.
• Subject to background and security investigation and required onboarding processes.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• Physical requirements are subject to VA occupational health requirements and pre-employment examination or evaluation.

Nice To Haves

• Advanced medical terminology.
• Advanced customer service skills.
• Ability to work independently and as part of a team.

Responsibilities

• Serve as the first administrative point of contact for Veterans, family members, visitors, and callers.
• Provide advanced clerical and administrative support to assigned areas and staff.
• Manage scheduled and unscheduled visits and support scheduling across Primary and Specialty Medicine areas.
• Answer and screen calls, determining whether inquiries require attention from nursing staff, providers, or other designated professionals.
• Handle Secure Messages, Message Manager, VAR, VEText, letters, and phone inquiries; fulfill requests or route them to appropriate staff, recognizing urgent matters for clinical follow-up.
• Enter information and notes into the Veterans electronic medical record and alert appropriate clinical staff as needed.
• Maintain and secure medical records in accordance with HIPAA; facilitate and track receipt of outside records and documents through Release of Information processes.
• Ensure required forms and documents are presented, sent, or completed by Veterans.
• Update Veteran demographic information, including address, phone number, insurance, preferred communication method, and other applicable information.
• Prepare reports in various formats and present data to organizational levels.
• Set priorities and deadlines, adjust workflow to workload changes, and assist other team members.
• Obtain and monitor office services, supplies, and equipment.
• Participate in team huddles and meetings, follow up independently, share information, and collaborate with medical teams to support continuity of care.
• Follow the PCMM process for assigning and reassigning Veterans to Primary Care Providers.
• Process healthcare provider orders accurately and seek clarification when needed.
• Participate in encounter closeout and coordinate or assist with department services, programs, and outreach events.
• Perform PC ICC Call Center functions, including answering Primary Care and Specialty Care ICC calls and undertaking assigned monthly administrative duties; may provide call center support during staffing shortages or high call volumes.
• Maintain professional, tactful communication, protect Veteran rights and confidentiality, resolve issues at the lowest appropriate level, and maintain clear professional boundaries.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, comprising 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 the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify after 60 days for a childcare subsidy of up to 25% of eligible childcare costs, subject to income and monthly limits.
• 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.
• Potential annual leave accrual credit based on prior federal service, work experience, or military service, subject to approval.

What This Job Offers

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