Medical Support Assistant (Advanced)

Veterans Health Administration • Temple, TX

12d • Hybrid

About The Position

The Medical Support Assistant (Advanced) is assigned to Social Work Service (SWS) Geriatrics and Extended Care (GEC) programs and provides direct and administrative program and clerical support. The role supports program operations through appointment scheduling, customer service coordination, data tracking and analysis, graphing, and monitoring and compiling data to meet goals and program guidelines. The position serves as the first point of contact for specialty-care scheduling for Veterans in GEC programs and handles requests for scheduled and unscheduled examinations and appointments.

The employee manages documents and program records, including forwarding non-VA records for provider review and appropriate agency handling, scanning and indexing materials in CPRS VistA Imaging, and maintaining electronic program files. The role also gathers and analyzes data, maintains program tracking logs and consult tracking reports, and serves as a timekeeper for staff with backup support for other social work service clerical staff. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Telework is ad hoc only; this is not a virtual position.

Requirements

• High school diploma, GED equivalency certificate, or state or territorial education department proficiency certificate.
• One year of specialized experience equivalent to the GS-05 grade level for the GS-06 position; examples include answering phones, greeting patients, relaying messages, scheduling or changing appointments and consults, entering no-show information, participating in clinic huddles, monitoring appointments, verifying patient demographics and insurance, coordinating transfers, and determining appointment type based on eligibility.
• 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 while complying 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 and care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care or care-in-the-community operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Proficiency in spoken and written English.
• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Complete the required application steps, questionnaire, online assessment, and onboarding requirements; selected applicants are subject to background and security investigation.
• Male applicants born after December 31, 1959, must meet Selective Service registration requirements.
• Participation in the seasonal influenza vaccination program is required.
• Serve a one- or two-year trial period, subject to written certification for continued employment.
• Meet applicable physical requirements; the work is primarily sedentary, with occasional movement and possible lifting or carrying of items weighing less than 15 pounds.

Nice To Haves

• Experience coordinating services with long-term care facilities.
• Experience using Microsoft applications and other software packages, such as VISTA, to track and coordinate services.
• Knowledge of medical terminology and scheduling orders.
• Ability to collaborate and communicate, set priorities, organize work, and meet deadlines while complying with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively orally and in writing, including preparing reports and presenting data to different organizational levels.

Responsibilities

• Serve as the first point of contact for scheduling specialty care for Veterans in GEC programs and remain friendly and courteous when interacting with patients and visitors.
• Receive and route Veteran requests for specialty care, including requests for scheduled and unscheduled examinations and appointments.
• Ensure non-VA records are forwarded to the appropriate provider for review and to the appropriate agency before inclusion in the patient's medical record.
• Scan and index materials in CPRS VistA Imaging promptly and within established guidelines, and make the proper disposition of documents.
• Complete mandatory training for outpatient scheduling and schedule appointments using established business rules to reduce no-shows.
• Answer telephone calls about medical assistance availability and procedures, directions, department contacts, and changes to scheduled appointments.
• Gather, compile, and analyze data; maintain program tracking logs and consult tracking reports.
• Maintain current GEC program electronic files, upload documents, create files and folders, and remove documents that are no longer needed or have expired.
• Serve as staff timekeeper and provide backup support to other social work service clerical staff.
• Prepare and certify time cards accurately and promptly according to organizational standards and procedures.
• Perform related program support duties or other duties as assigned.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may receive a child care subsidy after 60 days of employment, subject to income, child eligibility, and program limits; the stated subsidy is up to 25% of eligible child care costs, with a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in contributions by VA.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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