MedIcal Support Assistant (Advanced)

Veterans Health Administration • Madison, WI

6d • Onsite

About The Position

This position serves as a Lead Health Unit Coordinator (HUC) within the Inpatient Nursing Service at the William S. Middleton Memorial Veterans Hospital, a tertiary care teaching hospital affiliated with the University of Wisconsin Medical Center. The role leads clerical management and coordination of patient movement on inpatient units, including clerical and receptionist functions related to inpatient care and treatment.

The Lead HUC helps coordinate coverage and workload, reviews work quality, supports appointment scheduling, and provides guidance and training to staff. The position is not virtual, and telework is not available. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The position is permanent; recruitment or relocation incentives and permanent change of station are not authorized.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under applicable law.
• Proficiency in written and spoken English.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• One year of experience equivalent to the GS-5 level, including scheduling, canceling, or rescheduling patient appointments or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in clinic huddles; monitoring inpatient and outpatient appointments; and verifying or updating patient demographics and insurance information at check-in.
• Ability to collaborate and communicate with medical 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 established 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 technical health care processes related to access to care, including interdisciplinary coordinated care, care in the community, and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must complete required application steps and an online assessment.
• Subject to background and security investigation and required onboarding procedures.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Assure coverage of all areas of responsibility.
• Conduct ongoing reviews to ensure quality of work.
• Ensure accurate and timely scheduling of appointments.
• Provide guidance to staff, including communicating changes in policies and procedures.
• Distribute and balance workload.
• Create and maintain employee work schedules.
• Orient and provide on-the-job training for new and current employees.
• Ensure all training requirements are met.
• Organize the work structure of assigned areas.
• Act as a liaison between MSAs and staff to resolve day-to-day conflicts.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility depends on position type and other factors.

What This Job Offers

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