Medical Support Assistant (Advanced)

Veterans Health Administration • Cleveland, OH

8d • Onsite

About The Position

The VA Northeast Ohio Healthcare System is recruiting a Medical Support Assistant (Advanced), GS-06. This position provides administrative and patient-support services to support clinic access and coordinated care. The employee schedules appointments, monitors clinic utilization and setup, tracks follow-up care, and communicates with patients, clinicians, VA medical centers, and outside agencies. The role works independently under general supervisory guidance, using established guidelines, precedents, and regulations, and refers non-routine or highly technical problems to a supervisor.

The position is Monday through Friday, 8:00 a.m. to 4:30 p.m. It is not eligible for telework and is not a virtual position. Relocation and recruitment incentives and permanent change of station are not authorized. The position is in the Excepted Service and requires a one- or two-year trial period.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED, or state or territorial proficiency certificate.
• One year of experience equivalent to GS-05, including experience with computerized systems and sensitive patient information, medical terminology, clinical appointment scheduling, independent patient-support work, professional communication, and customer service.
• Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines and comply 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 healthcare processes, including interdisciplinary scheduling, community care, and patient portals as they relate to access to care.
• Advanced knowledge of policies and procedures for coordinated care and 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.
• Proficiency in written and spoken English.
• Completion of the application, questionnaire, required online assessment, and application documentation; selected applicants must complete onboarding and a background/security investigation.
• Registration with Selective Service, if applicable to males born after December 31, 1959.
• Participation in the seasonal influenza vaccination program.
• Ability to complete a one- or two-year trial period and receive written certification to continue employment after the trial period.

Responsibilities

• Schedule patient appointments and notify patients of appointments.
• Coordinate with the patient care team to review clinic utilization, monitor clinic setup, recommend corrective actions, and support appropriate patient access.
• Communicate with patients, interdisciplinary teams, VA medical centers, non-VA medical facilities, and other agencies, including supporting inpatient-to-outpatient transitions and secure messaging.
• Manage tracking systems for follow-up care, including Return to Clinic orders, recalls, consults, and tests.
• Participate in team huddles and meetings to plan and manage patient care; share information and collaborate to support continuity of care.
• Set priorities and deadlines and adjust work sequencing to meet team and patient needs.
• Reinforce the plan of care and self-help solutions with patients and enter appropriate information into the electronic record.
• Monitor pre-appointment requirements, such as imaging and laboratory work, and manage the electronic wait list to validate accuracy and resolve issues.
• Participate in operational problem solving, provide input in team meetings, and complete administrative follow-up actions.
• Evaluate patient information and clinic schedules to determine whether patients are vested, and alert providers about shared patients receiving care at multiple VA facilities or in the community.
• Organize and complete analyses, reports, and special assignments within local and VA-wide time frames; report backlogs and barriers to meeting deadlines or obtaining information.
• Maintain confidentiality and communicate sensitively with physicians, case managers, and other allied health professionals.
• Work independently with minimal supervision, making decisions based on guidelines, precedents, and regulations.

Benefits

• Federal employee benefits are available to eligible employees; the specific benefits offered depend on position type and should be confirmed with the hiring agency.
• Prior federal or military service may be credited toward annual leave accrual if requested and approved before appointment; approval is not guaranteed.

What This Job Offers

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