Medical Support Assistant (Advanced)

Veterans Health Administration•Hines, IL

8d•Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant within the Patient Administrative Service (PAS), providing outpatient and inpatient administrative services to Veterans in the Edward Hines, Jr. VA Hospital System’s Primary Service Area. The health care system includes community-based outpatient clinics in Aurora, Hoffman Estates, Joliet, LaSalle, Kankakee, and Oak Lawn. Edward Hines Jr. VA is a 1A complex facility. The position provides specialized administrative patient support in an interdisciplinary coordinated care delivery model. It requires administrative judgment and use of clinical flow processes related to access to care across multiple clinics, specialties, and community care resources. The employee uses advanced patient systems, coordinates clinic scheduling and patient communications, and supports patient care teams in managing and following up on care. The position is located at one of the listed VA clinics or Edward Hines Jr. VA Hospital. Work schedules vary by location and may change based on agency needs. Telework is not available, and this is not a virtual position. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

U.S. citizenship, subject to the stated exception for appointments when qualified citizens cannot be recruited in accordance with VA policy.
High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Proficiency in spoken and written English.
One year of creditable experience equivalent to GS-5 in patient support work or an equivalent administrative patient support role in a non-VA inpatient or outpatient medical setting.
Experience must involve knowledge, skills, and abilities associated with current Medical Support Assistant responsibilities or equivalent administrative patient support work.
Advanced knowledge of technical health care processes related to access to care, including interdisciplinary scheduling and patient health care portals.
Advanced knowledge of policies and procedures affecting patient flow and administrative patient support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Advanced knowledge of medical terminology.
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.
Complete the required application steps and online assessment.
Meet applicable background and security investigation requirements and complete onboarding requirements.
Participate in the seasonal influenza vaccination program as required for VA Health Care Personnel.
Serve a one- or two-year trial period, as applicable.
Provide acceptable documentation verifying high school completion or higher education if selected and not covered by the grandfathering provision.

Responsibilities

Provide specialized administrative patient support while collaborating with interdisciplinary care teams.
Use administrative judgment and clinical flow processes to support access to care across clinics, specialties, and community care resources.
Recommend changes to clinic procedures based on current administrative guidelines.
Use advanced patient systems to support multiple clinics in an interdisciplinary coordinated care model.
Review clinic appointment availability and monitor schedules; make adjustments as needed to support clinic needs.
Communicate and coordinate with patients, care teams, VA medical centers, and other agencies, including during inpatient-to-outpatient discharge and communication with non-VA facilities.
Prepare correspondence to notify patients of normal lab results and manage follow-up systems for consults, tests, and other care.
Process incoming patient secure messages through MyHealtheVet and coordinate with the care team as appropriate.
Participate in team huddles and meetings to plan, problem-solve, prioritize, sequence work, and follow up on patient care.
Identify incomplete encounters, communicate findings to providers, and assist teams in reinforcing care plans and self-help solutions.
Enter appropriate information into the electronic record.
Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
Verify and validate information in patient systems, resolve issues, and review patient information and clinic schedules to determine whether immediate appointments are needed.
Inform team members about patients receiving care at multiple VA centers or in the community.
Use word-processing software for office automation, including managing electronic files, printing, formatting correspondence and reports, and sending and receiving email.