Medical Support Assistant (Advanced)

Veterans Health Administration • Minneapolis, MN

9h • Onsite

About The Position

The Advanced Medical Support Assistant serves as an initial point of contact for patients in Primary Care at the VA Medical Center in Minneapolis, Minnesota. The role schedules medical appointments and tracks, reviews, and responds to electronic orders, consults, and other information in the electronic medical record and medical systems. This position is above the full performance level and works collaboratively in an interdisciplinary coordinated care delivery model, independently managing responsibilities with minimal supervision.

The position provides receptionist and customer service support, maintains outpatient clinic schedules, coordinates administrative services for Veterans and others, and helps ensure health and administrative information is integrated into patient records. It also supports clinic access and patient flow by adjusting appointments when needed, monitoring scheduling timelines, and notifying a supervisor when access or scheduling is inadequate. The employee may direct Clinical Support Section employees in a supervisor's absence, assist with Care Facilitator duties, and organize staff work areas to support results and compliance.

The role operates in a busy environment requiring routine multitasking. Work schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. Telework is not available, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma or transcript, GED certificate, state or territorial proficiency certificate, post-high-school education, or eligibility under the stated grandfathering provision.
• One year of creditable specialized experience equivalent to the next lower grade.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care and/or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and patient-support administrative functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• 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.
• Proficiency in written and spoken English.
• Completion of all required application steps, including an online assessment.
• Registration with Selective Service is required for males born after December 31, 1959.
• Must be able to complete a background/security investigation and the online onboarding process, and provide acceptable identification 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, subject to written certification for continued employment.

Responsibilities

• Serve as an initial point of contact for patients and perform receptionist, customer service, and other duties that support timely patient treatment.
• Schedule and maintain appointment schedules for outpatient clinics.
• Track, review, and respond to electronic orders, consults, and other elements in electronic medical records and medical systems.
• Assist with clinical access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other providers when staffing or coverage conflicts occur.
• Screen and receive phone calls and determine the nature of requests.
• Participate in routine team huddles and meetings.
• Notify a supervisor when clinic access is inadequate or patients cannot be scheduled within required clinical timeframes.
• Coordinate administrative services for Veterans, family members, caregivers, and the general public.
• Ensure necessary health and administrative information is integrated into patient record systems.
• Direct the daily work of Clinical Support Section employees in the absence of a supervisor.
• Assist with Program Support Assistant (Care Facilitator) duties as needed.
• Generate patient workload reports for validation and monitor activity for consistent and accurate reporting.
• Conduct patient and employee surveys and interviews, observe workflow, guide patients through the hospital system, input referrals, document complaints, provide follow-up, and suggest resolutions.
• Intervene to resolve difficult problems and diffuse potential dissatisfaction with VA services to help prevent congressional and adverse publicity.
• Lead and organize staff in various work areas to produce results and ensure compliance.

Benefits

• Federal employee benefits package; specific benefits depend on position type and eligibility.
• Selected applicants may qualify to receive credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

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