Medical Support Assistant (Advanced)

Veterans Health Administration • Augusta, ME

10d • Onsite

About The Position

The Advanced Medical Support Assistant serves the Togus Healthcare System within various health care service lines at the VA Maine Healthcare System, providing a wide range of administrative support to an assigned section. The role supports clinic profile management, patient registration and appointment scheduling, Community Care referrals, and communication with Veterans, families, clinicians, clinics, call centers, and Care in the Community. The incumbent may work tours other than the regular scheduled tour when Veteran or facility needs require a shift change.

The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Compressed or flexible scheduling is not authorized. Telework may be available on an ad hoc basis at the supervisor’s discretion. The position is permanent and is at the GS-06 level; the full performance level is GS-06.

Requirements

• U.S. citizenship, subject to the stated non-citizen appointment exception when qualified citizens cannot be recruited.
• Proficiency in written and spoken English.
• One year of education above high school, or six months of clerical, office, customer service, or other administrative experience demonstrating ability to acquire relevant knowledge and skills, or an equivalent combination of education and experience for entry-level qualification.
• For GS-06: one year of experience equivalent to GS-05 in Federal service, including clinic experience in a hospital or doctor’s office with high-volume appointment scheduling; high-level customer service and daily communication with clinicians, patients, families, and coworkers; timely resolution of multiple types of clinic communications; and use of clinic or hospital scheduling software.
• At least six months of clerical, office, customer service, or other administrative work demonstrating ability to acquire relevant knowledge and skills.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to accomplish team goals and meet patient-care needs.
• Ability to independently set priorities and organize work to meet deadlines while complying with 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.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care, Community Care models, and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care and Community Care operations affecting patient flow and administrative support, including appointment cycles, referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must pass a pre-employment physical evaluation and participate in the seasonal influenza vaccination program.
• Must complete a background/security investigation, onboarding, and a 1- or 2-year trial period.
• Selective Service registration is required for males born after December 31, 1959.

Responsibilities

• Support clinics with clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memos as needed.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and established clinic processes.
• Enter data accurately into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of entering the data.
• Promote Veterans’ registration for and use of MyHealthyVet (MHV) and kiosks.
• Follow procedures for Community Care referrals.
• Serve as the initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding patient appointments and referrals.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Pre-register Veterans during check-in and use call lists to telephone Veterans before scheduled visits.
• Update patient demographics.

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.
• 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 for a child care subsidy after 60 days of employment, subject to income and other eligibility 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 can be carried into retirement.
• Potential credit toward annual leave accrual based on prior federal or military service, subject to approval.

What This Job Offers

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