Medical Support Assistant (Advanced) - Mental Health

Veterans Health Administration • Fargo, ND

1d • Onsite

About The Position

The Medical Support Assistant (Advanced) works in the Mental Health department at the Fargo VA Medical Center, providing specialized administrative patient support as part of an interdisciplinary coordinated care delivery model. The role supports patients, clinicians, and clinic operations through customer service, appointment scheduling, medical-record and message handling, reporting, and administrative coordination.

The position is onsite because telework is not available and the role is not virtual. The regular schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The full performance level is GS-6. Relocation and recruitment incentives, as well as permanent change-of-station benefits, are not authorized.

Requirements

• U.S. citizenship, subject to the stated exception for appointments when qualified citizens cannot be recruited.
• Proficiency in written and spoken English.
• For GS-5 qualification: one year of experience equivalent to GS-5, with the required knowledge, skills, and abilities; or meet the applicable basic requirements, including a high school diploma, GED, or state/territorial proficiency certificate.
• Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Customer-service skills, including identifying customer concerns and referring them to appropriate staff to support resolution.
• Ability to use computerized programs and systems to enter, modify, and retrieve sensitive medical and personally identifying information in electronic health records, scheduling systems, or reports.
• Ability to schedule medical appointments in a clinical setting and independently perform a wide variety of patient-support duties.
• Ability to communicate professionally and effectively in person, electronically, and by telephone with internal and external customers.
• For GS-6 qualification: advanced knowledge of health care processes and access to care, including interdisciplinary scheduling and care-in-the-community models, patient portals, referrals, follow-up care, overbooking, and provider availability.
• For GS-6 qualification: advanced knowledge of policies and procedures affecting patient flow and administrative patient-support functions.
• For GS-6 qualification: ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• For GS-6 qualification: ability to independently set priorities, organize work, meet deadlines, and comply with established processes, policies, and regulations.
• For GS-6 qualification: ability to communicate tactfully and effectively in writing, in person, by phone, and electronically; prepare reports and present data; and resolve patient concerns.
• Selected applicants must complete an online assessment and onboarding process, undergo a background/security investigation, and participate in the seasonal influenza vaccination program.
• Selected applicants must serve a one- or two-year trial period.
• Physical requirements are subject to VA Directive and Handbook 5019.

Responsibilities

• Greet and check in patients, assist with mobile check-in when needed, gather medical information, and refer patients to appropriate health care team members.
• Identify and resolve customer concerns, document complaints, follow up on resolutions, and help defuse dissatisfaction with VA services.
• Monitor copying and faxing, answer incoming calls, and route calls to the appropriate staff.
• Maintain medical charts and generate patient workload reports; serve as a technical advisor and liaison for systems including VISTA, CPRS, VSE, and IPPS.
• Respond to secure messages and appointment requests submitted through VAOS.
• Follow VA scheduling directives and minimum scheduling efforts; check recall reminder lists and prepare appointment and clinic lists.
• Monitor ICB and patient demographics, ensure encounter forms and return-to-clinic orders are completed, and complete recalls and consult clean-up and review activities daily.
• Interpret, verify, and disposition provider orders; complete reports and meeting minutes, and act as a scribe with a co-signer.
• Monitor appointments and electronic wait lists; maintain clinic grids with supervision; process transfers to other facilities; and perform basic eligibility requirements.
• Maintain warehouse supplies and clinic forms, and assist with clinic access contingency plans by adjusting appointment times, locations, or dates.
• Complete, train, and share knowledge of data programs including VETEXT, VAOS, NEAR, Message Manager, Secure Messaging, Right Fax, and Audiocare.
• Request medical records from Community Care providers and non-VA health care institutions; conduct special audits, studies, or surveys; and collect data for reporting.
• Organize and implement quality assurance documents for the supervisor, enter and monitor work orders, and order supplies and equipment.
• Provide scheduling staff coverage during intermittent shortages.

Benefits

• Federal employee benefits package; specific benefits depend on position type and eligibility.
• Potential credit toward annual leave accrual based on prior work or military service, subject to prior request and approval.

What This Job Offers

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