Adv Med Support Assistant

Veterans Health Administration • Madison, WI

20h • Onsite

About The Position

The Advanced Medical Support Assistant serves as a Health Unit Coordinator in Inpatient Mental Health and Acute Care Nursing Service at the William S. Middleton Memorial Veterans Hospital, a tertiary care teaching hospital affiliated with the University of Wisconsin Medical Center. The position is responsible for clerical management and coordination of patient movement on inpatient units and provides clinical and clerical support to inpatient care programs.

At least 25% of the time, the Advanced MSA leads staff workflow by making work assignments, monitoring work quality, ensuring coverage, balancing workloads, maintaining employee schedules, orienting and training staff, ensuring training requirements are met, communicating policy and procedure changes, and resolving day-to-day workplace issues. The role also verifies and transcribes specified non-medication physician orders, promptly alerts nursing staff to STAT and emergency orders, follows patient-safety procedures, communicates discharge information to the appropriate coordinator or officer, and supports patient safety and comfort. Other patient-centered duties may be assigned as workload permits, including transporting non-sedated or non-critical patients when competencies have been verified.

The position is on the day work schedule. Telework is not available, and the position is not virtual. It is a permanent position; permanent change of station is not authorized.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA rules.
• Proficiency in basic written and spoken English.
• At least six months of clerical, office, customer service, or other administrative experience indicating ability to acquire the knowledge and skills needed for the position; OR one year of education above high school at an accredited institution; OR an equivalent combination of experience and education. Transcripts are required when qualifying through education.
• For GS-6, one year of experience equivalent to GS-5 involving appointment and consult scheduling, cancellations and rescheduling, entering no-show information, monitoring 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 accomplish team goals and ensure patient care needs are met.
• 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 electronically, by phone, in person, and in writing with internal and external customers; 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 models, 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.
• Must complete a background/security investigation, online onboarding, and applicable application requirements; acceptable identification is required for pre-employment requirements.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.

Responsibilities

• Monitor and make work assignments, provide input on performance, resolve daily workplace issues, and maintain efficient workflow.
• Ensure coverage of assigned areas, review work quality, and ensure accurate and timely appointment scheduling.
• Provide guidance to staff on policy and procedure changes; distribute and balance workload; create and maintain employee work schedules.
• Orient and provide on-the-job training for new and current employees, ensure training requirements are met, and organize the work structure of assigned areas.
• Act as a liaison between MSAs and staff to resolve day-to-day conflicts.
• Verify non-medication physician orders related to inter-unit or facility transfers, diet, lab work, and consults, and transcribe them to the patient spreadsheet.
• Identify STAT and emergency orders and immediately inform nursing staff.
• Follow patient-safety procedures for patient identification, abbreviation use, reporting critical information, universal protocols, and injury prevention.
• Notify the Admission Coordinator during administrative hours of active discharge orders and patient discharges; notify the AOD on off tours.
• Demonstrate customer service and positive interpersonal skills, and protect discretion and privacy in confidential matters.
• Perform patient-centered duties as assigned by the Chief of Inpatient Nursing or Nurse Manager when workload permits, including transporting non-sedated or non-critical patients when competencies are verified.
• Answer patient call lights and take action to support patient safety and comfort.

Benefits

• 37–50 days of annual paid time off per year, comprising 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 based on prior work or military service experience.
• After 12 months of employment, up to 12 weeks of paid parental leave 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 family income, eligible-child, and subsidy limits.
• Traditional federal pension with five-year vesting and a 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 may be carried into retirement.

What This Job Offers

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