Medical Support Assistant (Advanced)

Veterans Health Administration • Battle Creek, MI

3d • Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant within the Battle Creek VA, which provides care in Battle Creek, Wyoming, Lansing, Benton Harbor, and Muskegon, Michigan. The work supports the administrative aspects of patient care, including access, appointment scheduling and coordination using advanced clinic access principles, collection and updating of demographic and insurance information, management of the Electronic Waiting List, patient processing, and customer service.

The role provides specialized administrative support to patients in an interdisciplinary coordinated care delivery model and uses advanced patient systems in support of multiple clinics. The employee works with the patient care team to monitor clinic appointment availability and adjust schedules as needed to support clinic needs. The position is full-time, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. It is not a virtual position, and telework is not available.

Requirements

• U.S. citizenship, subject to the stated exception under VA policy for non-citizens when qualified citizens cannot be recruited.
• Six months of clerical, office, customer service, or other administrative experience; or one year of education above high school; or an equivalent combination of experience and education.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-5 grade level for the GS-6 Advanced Medical Support Assistant grade.
• 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 while following processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• 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.
• Must pass a pre-employment physical examination and background/security investigation.
• Must complete required application steps, including an online assessment and online onboarding.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.

Responsibilities

• Provide specialized and expert administrative patient support while collaborating in an interdisciplinary coordinated care delivery model.
• Use advanced patient systems in support of multiple clinics.
• Coordinate with the patient care team to review clinic appointment availability and monitor schedules, making adjustments as necessary.
• Schedule appointments with patient input, either in person or by phone.
• Follow through on providers’ orders, including scheduling consultations, laboratory work, x-rays, and other available specialty clinics.
• Screen and receive phone calls courteously and promptly, determine the nature of each request, and provide requested information in accordance with privacy rules and established clinic processes.

Benefits

• Federal employee benefits package available to the employee and family, subject to eligibility.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

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