Medical Support Assistant (Advanced)

Veterans Health Administration • Bedford, MA

10d • Onsite

About The Position

The Medical Support Assistant (Advanced) position is within the Executive Director service at the VA Bedford Healthcare System in Bedford, Massachusetts. This permanent, full-time role supports the assigned section and works collaboratively within an Interdisciplinary Coordinated Care delivery model, such as a Patient Aligned Care Team or Specialty Care setting. The position is 40 hours per week, Monday through Friday, with hours determined by service-line needs and discussed during the interview process.

The incumbent supports clinic operations, patient appointments and referrals, and administrative processes. Responsibilities include assisting Veterans and other eligible patients with registration and insurance information; communicating with patients, staff, clinics, call centers, and Community Care; maintaining accurate records in VISTA and VISTA Imaging; and following applicable VA forms, privacy rules, clinic processes, and regulations. The role is not telework or virtual, and compressed or flexible scheduling is unavailable.

Requirements

• U.S. citizenship, except where appointment of a non-citizen is permitted under VA policy when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• One year of experience equivalent to the next lower grade level in Federal service (GS-05).
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care scheduling, Community Care models, and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care and/or Community 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 a wide range of medical clinicians across multiple disciplines to accomplish team goals and ensure patient care needs are met.
• Ability to independently set priorities and organize work to meet deadlines while complying 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 complete applicable background/security investigation, onboarding, pre-employment physical evaluation, and application requirements.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Nice To Haves

• Customer service skills.
• Experience with Microsoft programs and computer skills.

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 using 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 MyHealtheVet 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 patient 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 demographics.
• Communicate and interact with adult and/or geriatric patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs.
• Ensure appropriate VA forms are used correctly and regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to ensure efficient daily operations.

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 family income and other conditions.
• 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.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

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