Medical Support Assistant

Veterans Health Administration • Milwaukee, WI

13d • Onsite

About The Position

This position is located in the Health Administration Division at the Clement J. Zablocki VA Medical Center in Milwaukee, Wisconsin. The Medical Support Assistant supports facility access and patient care by monitoring patient and visitor temperatures, verifying appointments and employee identification, transporting Veterans to appointments, enforcing visitation policies, providing administrative support, and assisting Veterans, family members, and guests with navigation and wayfinding.

The role includes scheduling, canceling, and rescheduling patient appointments and consults; entering no-show information; monitoring appointment requests from electronic sources; participating in clinic huddles; monitoring inpatient and outpatient appointments; and verifying and updating patient demographic and insurance information. The assistant also coordinates administrative functions for emergency and non-emergency transfers and determines appointment types based on patient eligibility.

The position supports the medical center's screening process and customer service. Duties include screening visitors, patients, and staff according to current guidelines; greeting and directing visitors; assisting with physical transportation within the hospital and clinics; supporting cleaning and infection-control procedures; stocking personal protective equipment and wheelchairs at entrances; and documenting visitor information and issuing wristbands in accordance with visitation policy. The work schedule varies and includes rotating weekends and holidays. Telework is not available, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in basic written and spoken English.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• No experience is required for the basic qualification.
• For GS-4, one year of creditable experience equivalent to the next lower grade or one year of education above high school, along with the specified knowledge, skills, and abilities.
• For GS-5, one year of experience equivalent to GS-4 or two years of education above high school, along with the specified knowledge, skills, and abilities.
• Ability to communicate courteously and helpfully with people from varied backgrounds and healthcare team members.
• Ability to use office automation equipment and software, including computer systems, web-based scheduling programs, insurance collection systems, scanning software, multi-line phones, and electronic fax programs.
• Knowledge of basic medical terminology; advanced medical terminology knowledge is specified for GS-5.
• Skill in recording patient messages and understanding physician requests related to follow-up care.
• For GS-5, ability to enter, modify, and retrieve sensitive medical and patient identifying information in electronic records, scheduling systems, and reports.
• For GS-5, ability to schedule medical appointments in a clinical setting and work independently on a wide range of patient-support duties.
• For GS-5, ability to communicate effectively and professionally in person, electronically, and by telephone, and to identify customer concerns and refer them as needed.
• Must complete a background and security investigation, pre-employment physical evaluation, online onboarding, and required application documentation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.

Responsibilities

• Monitor patient and visitor temperatures and verify patient appointments and employee identification.
• Transport Veterans to clinic appointments and assist with wayfinding within the hospital and clinics.
• Enforce visitation policy, document visitor information, and provide visitor wristbands.
• Schedule, cancel, and reschedule patient appointments and consults; enter no-show information and monitor appointment requests from electronic sources.
• Participate in huddles with medical support assistants and clinic staff to determine daily clinic needs.
• Monitor inpatient and outpatient appointments in assigned areas.
• Verify and update patient demographics and insurance information at appointment check-in.
• Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals.
• Determine appointment type based on patient eligibility status.
• Screen visitors, patients, and staff according to current guidelines and provide courteous customer service.
• Provide patients and visitors with information, directions, and assistance.
• Support cleaning and infection control in accordance with standard operating procedures or policy.
• Ensure entrance areas are stocked with personal protective equipment, face masks, and wheelchairs as needed.

Benefits

• Federal employees and their families have access to a comprehensive benefits package.
• Selected applicants may qualify for credit toward annual leave accrual based on prior federal employment or military service, subject to request and approval.

What This Job Offers

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