Medical Support Assistant (Advanced)

Veterans Health Administration•Long Beach, CA

8d•Onsite

About The Position

The Long Beach VA Health Care System is hiring an Advanced Medical Support Assistant in the Nursing, Geriatrics and Extended Care Service Line. The role supports clinic operations and patient access by providing customer service, managing appointment scheduling, maintaining patient information, and coordinating administrative functions related to transfers. The position is full-time, Monday through Friday, from 8:00 a.m. to 4:30 p.m. It is not eligible for telework or a virtual work arrangement. The work is generally sedentary and performed in an office setting, with some walking, standing, bending, lifting, and carrying. The full performance level is GS-06. The position requires a high school diploma or equivalent, and candidates must meet the experience and competency requirements for the GS-6 grade.

Requirements

U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
Proficiency in spoken and written English.
High school diploma, GED equivalency certificate, or a proficiency certificate from a state or territorial education department; foreign education must be evaluated as equivalent to U.S. education.
For GS-6: one year of experience equivalent to the GS-5 grade level, in addition to the basic requirements.
Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary coordinated care and/or community care models and patient health care portals.
Advanced knowledge of policies and procedures for 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 medical clinicians across multiple disciplines to accomplish team goals and support patient care.
Ability to independently set priorities and organize work to meet deadlines while following established processes, policies, and regulations.
Ability to communicate tactfully and effectively with internal and external customers through electronic, telephone, in-person, and written channels, including resolving patient concerns.
Must complete required application steps and an online assessment; subject to background and security investigation and a pre-employment physical examination.
Must participate in the seasonal influenza vaccination program.
Must complete the required online onboarding process and provide acceptable identification for pre-employment requirements.
Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
Physical capabilities include moderate lifting of 15–44 pounds, light carrying under 15 pounds, reaching above shoulder, finger use, walking up to one hour, and hearing (hearing aid permitted); work may be alone or closely with others.

Nice To Haves

Clerical experience in a clinical setting and one year of education above high school.
Ability to communicate with others in a courteous and helpful manner.
Ability to navigate and use automation equipment, computer systems, software, and scheduling programs.
Knowledge of medical terminology to assist in patient care.
Skill in recording patient messages and understanding physician requests regarding medical care in internal or external clinical settings.

Responsibilities

Answer phones and greet patients.
Relay messages to appropriate staff inside or outside the unit.
Schedule, cancel, and reschedule patient appointments and consults.
Enter no-show information and participate in huddles with other Medical Support Assistants and clinic staff to determine daily clinic needs.
Monitor inpatient and outpatient appointments in areas of responsibility.
Verify and update patient demographic 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, including TRICARE, sharing agreements, collaterals, research patients, and VA employees.
Collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
Set priorities and organize work independently to meet deadlines and comply with established processes, policies, and regulations.
Communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing; resolve patient concerns and, as applicable, prepare reports and present data.