Medical Support Assistant (Advanced)

Veterans Health Administration • West Haven, CT

14h • Onsite

About The Position

The Advanced Medical Support Assistant is part of the Health Administration Section of the Business Office Service Line at the VA Connecticut Healthcare System in West Haven, Connecticut. Two positions are described: one in the Ambulatory Treatment Unit and one in the Ambulatory Procedure Unit. The role provides administrative support to an assigned section at a medical center in the VISN 1 VA New England Healthcare System, working collaboratively within an interdisciplinary coordinated-care model, such as a Patient Aligned Care Team or specialty-care setting.

The incumbent supports clinic operations, patient appointments and referrals, registration, records, and communications. Work includes maintaining clinic profiles, collecting insurance information, entering data into VISTA and scanning applicable documents into VISTA Imaging, supporting Community Care referrals, and promoting Veterans’ use of My HealtheVet and kiosks. The role also involves courteous, timely interactions with Veterans, families, clinicians, and other staff, while following privacy rules, VA forms, and applicable regulations.

This is a full-time position, 40 hours per week, Monday through Friday, 7:30 a.m. to 4:00 p.m. Eastern Time. Telework is not available, and the position is not virtual. Relocation and recruitment incentives and permanent change of station are not authorized. The position is in the Excepted Service and is not covered by a bargaining union.

Requirements

• U.S. citizenship, subject to the stated statutory exception for recruiting qualified citizens.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• Proficiency in written and spoken English.
• One year of experience equivalent to the next lower grade level in Federal service (GS-05), including clinic experience in a hospital or doctor's office and scheduling a high volume of appointments annually.
• High-level customer service skills demonstrated through daily interaction and communication with clinicians, patients, families, and coworkers.
• Experience resolving multiple clinic inputs—such as in-person, telephone, and instant-message communications—in a timely and professional manner.
• Experience with specific computer scheduling programs or software used in a clinic or hospital.
• At least six months of clerical, office, customer service, or other administrative work indicating ability to acquire the knowledge and skills needed for the position.
• Must demonstrate the required knowledge, skills, and abilities identified for the GS-06 grade; the announcement does not enumerate them.
• Must complete the application, questionnaire, online assessment, and other required application steps.
• Must meet background/security investigation requirements and pass a pre-employment physical evaluation.
• Must participate in the seasonal influenza vaccination program.
• Must complete a one- or two-year trial period, subject to written certification for continued employment.
• No educational substitution is available for the GS-06 level.
• Physical demands include prolonged standing, bending, reaching, crouching, stooping, stretching, lifting moderately heavy items, keyboarding, and walking between areas when covering other employees.
• May be exposed to stressful situations with Veterans.

Nice To Haves

• Customer service skills.
• Administrative or medical office experience.

Responsibilities

• Support clinics with clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memoranda 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 data entry.
• Promote Veterans’ registration for and use of My HealtheVet and kiosks.
• Follow procedures for Community Care referrals.
• Serve as an initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding appointments and referrals.
• Stock basic office supplies for the executive suite.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Pre-register Veterans during check-in, use call lists, and telephone Veterans before scheduled visits.
• Update patient demographic information.
• Communicate and interact with patients in a manner appropriate to adult and/or geriatric patients’ cognitive, emotional, and chronological maturation needs.
• Ensure that appropriate VA forms are used correctly and regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to support efficient daily operations.

Benefits

• Federal employees and their families have access to a comprehensive federal benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

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