Medical Support Assistant

Veterans Health Administration • Los Angeles, CA

21d • Onsite

About The Position

The Greater Los Angeles VA Health Care System is hiring a Medical Support Assistant for its outpatient clinic at the Sepulveda Community-Based Outpatient Clinic in North Hills, California. The position serves as an initial point of contact for outpatient clinics and patients in a clinical team-based model. The Medical Support Assistant coordinates administrative information and actions related to patient care, including appointment scheduling, electronic orders and consults, medical records, and patient inquiries. The role works collaboratively with an interdisciplinary healthcare team that may include pharmacists, social workers, dieticians, and behavioral health staff.

The incumbent uses computerized data-entry and information-processing systems, patient-care software, medical terminology, and knowledge of healthcare services and standard administrative procedures. The position requires strong customer service, independent work, and effective communication with patients, clinical staff, and other customers. The full-performance level is GS-5.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework, virtual work, compressed schedules, and relocation or recruitment incentives are not authorized. Rotated weekend and holiday work may be required as needed. The work is primarily sedentary in an office or clinic setting, with ordinary workplace risks and no special physical demands.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• At least six months of clerical, office, customer-service, or other administrative experience indicating the ability to acquire the knowledge and skills needed for the position; or two years of education above high school; or an equivalent combination of education and experience for entry-level qualification.
• At least six months of customer-service experience in a position requiring daily direct customer interactions.
• For GS-5: one year of creditable experience equivalent to the next lower grade level, or two years of education above high school, in addition to the basic requirements.
• Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Customer-service skill, including identifying customer concerns and referring them to appropriate staff to support resolution.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, and reports.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently while performing a wide variety of patient-support duties.
• Ability to communicate effectively and professionally in person, electronically, and by telephone with internal and external customers.
• Successful completion of required background/security investigation and onboarding requirements.
• Participation in the seasonal influenza vaccination program.
• Submission of required education documentation when relying on education to qualify; foreign education must be evaluated for U.S. equivalency.

Responsibilities

• Coordinate information and actions related to patient care and services.
• Schedule, cancel, and reschedule patient appointments and consults in accordance with VHA national directives, scheduling guidelines, and local procedures.
• Answer multiline phone systems, retrieve voicemails, and determine appropriate follow-up actions.
• Interview patients for appointments and provide information to resolve complaints.
• Refer patients to other medical specialty clinics as required.
• Interact with customers in person, by telephone, and through written and electronic correspondence.
• Review and document electronic health records and administrative records, including tracking and responding to electronic orders and consults.
• Verify and update patient demographics and third-party insurance information.
• Participate in team huddles and meetings and assist with coverage for other clinics.
• Advise clinical staff on current administrative processes and assist with clinic-specific training when needed.
• Run administrative reports for the clinical team and take appropriate action on items such as consults and no-shows.
• Coordinate emergency and non-emergency transfers to VA or private hospitals and determine eligibility status and appointment type.
• Work independently with minimal supervision.
• Coordinate release of information to organizations in support of direct patient-care needs.
• Monitor appointment requests from multiple electronic sources and enter no-show information.
• Relay messages to appropriate staff and monitor inpatient and outpatient appointments in areas of responsibility.

Benefits

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

What This Job Offers

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