Medical Support Assistant (Advanced)

Veterans Health Administration • Northport, NY

11d • Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant for the Surgical Department at Northport VA Medical Center. This GS-6 position provides difficult and responsible specialized administrative patient support within an interdisciplinary coordinated care delivery model. The role requires specialized administrative judgment and flexible use of clinical flow processes to support access to care across multiple clinics, specialties, and community-care resources. The incumbent interprets and verifies provider orders in accordance with VHA National Scheduling Directive guidelines, evaluates patient information to determine appropriate scheduling, and helps ensure patient care needs are met.

The position coordinates patient care, appointment management, and customer service; independently assists patients and resolves questions or concerns; and collaborates with clinicians and administrative staff. It uses computerized programs and databases to enter, modify, and retrieve sensitive information in electronic medical records, scheduling systems, and reports while maintaining patient confidentiality in accordance with HIPAA requirements. Duties also include managing check-in across multiple clinics, coordinating control-clinic staffing coverage, monitoring clinic schedules and patient flow, and preparing reports or presenting data as needed.

The work schedule is Monday through Friday, 8:00 AM to 4:30 PM. Telework is not available, and this is not a virtual position. The work is primarily sedentary but also requires standing, walking, bending, twisting, and carrying light items.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in written and spoken English.
• One year of creditable experience equivalent to the next lower grade for the GS-6 grade determination.
• Advanced knowledge of technical health care processes relating to access to care, including interdisciplinary scheduling and patient health care portals.
• Advanced knowledge of policies and procedures affecting interdisciplinary care delivery, patient flow, and administrative patient support functions, 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 disciplines to achieve team goals and ensure patient care needs are met.
• Ability to independently set priorities and organize work to meet deadlines and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively electronically, by phone, in person, and in writing, including resolving patient concerns and preparing or presenting reports and data.
• Must pass a pre-employment physical evaluation, examination, or health assessment.
• Must participate in the VA seasonal influenza vaccination program.
• Must complete a background/security investigation and the required online onboarding process.
• Must meet pre-employment identification requirements; beginning May 7, 2025, non-REAL ID-compliant driver's licenses or state identification cards are not acceptable for employment identification.
• Must complete all application requirements in the announcement's Required Documents section.
• Must serve a one- or two-year trial period, during which continued employment is subject to written certification that it advances the public interest.
• For foreign education to be credited, it must be evaluated as equivalent to a conventional U.S. program by a private organization specializing in foreign educational credential interpretation.
• Physical work requirements include a sedentary role as well as standing, walking, bending, twisting, and carrying light items.

Responsibilities

• Interpret and verify provider orders in accordance with VHA National Scheduling Directive guidelines.
• Coordinate patient care, appointment management, and customer service in a respectful and effective manner.
• Provide independent front-line assistance and coordination of care, responding to patient questions and concerns and facilitating follow-up through resolution.
• Provide specialized administrative patient support in collaboration with an interdisciplinary care team.
• Use administrative judgment and clinical flow processes to support access to care across service units, multiple clinics, specialties, and community-care resources.
• Evaluate patient information to determine appropriate care and scheduling, including whether an immediate appointment is needed.
• Collaborate and communicate with clinicians across disciplines and with internal and external customers electronically, by phone, in person, and in writing.
• Prepare reports in various formats and present data to organizational levels as needed.
• Use computerized programs and databases to enter, modify, and retrieve sensitive information in electronic medical records, scheduling systems, and reporting formats.
• Maintain written and verbal patient confidentiality in accordance with HIPAA requirements.
• Set priorities, organize work, coordinate patient-area activities and assignments, and meet team goals and patient-care needs independently.
• Manage patient check-in across multiple clinics, ensuring accurate and timely arrival processing and coordinating with the care team to support clinic flow.
• Coordinate staffing coverage for the control clinic to ensure adequate administrative support and continuity of patient service.
• Review clinic appointment availability and schedules with the care team, monitor utilization, and make adjustments as necessary.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Maintain effective communication with patients, care teams, VA medical centers, and other agencies, including follow-up care coordination.
• Perform other advanced-level administrative patient support duties described for the assignment, such as processing patient secure messages, participating in team huddles, identifying incomplete encounters, and monitoring pre-appointment requirements.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or VA special needs.
• 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.
• Eligible employees may receive credit toward annual leave accrual for prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• 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.

What This Job Offers

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