Medical Support Assistant (Advanced)

Veterans Health Administration • West Haven, CT

15h • Onsite

About The Position

The Advanced Medical Support Assistant is part of the Health Administration Section of the Business Office Service Line. The two positions are located in the Primary Care Department at the VA Connecticut Healthcare System in West Haven, Connecticut. The system serves Veterans in Connecticut and Southern New England. The role provides administrative support to an assigned section at a Medical Center in the VISN 1 VA New England Healthcare System, working collaboratively within an Interdisciplinary Coordinated Care delivery model, such as a Patient Aligned Care Team or Specialty Care setting.

The position supports clinic profile and appointment management, patient registration and referrals, and communication with Veterans, families, clinicians, and other internal and external customers. Work includes using VISTA and VISTA Imaging, following privacy rules and clinic processes, and ensuring patient information and documentation are handled accurately and promptly. Additional tasks may be assigned by the supervisor to support efficient daily operations.

This is a full-time position, 40 hours per week, Monday through Friday, 7:30 a.m. to 4:00 p.m. Eastern Time. Telework may be available at the supervisor’s discretion; the position is not virtual. Relocation and recruitment incentives and permanent change of station are not authorized. The position is in the Excepted Service and does not confer competitive status.

Requirements

• U.S. citizenship, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or a state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-05 level in Federal service, including clinic experience in a hospital or doctor’s office scheduling a high volume of appointments annually; high-level customer service through daily interaction with clinicians, patients, families, and coworkers; handling multiple clinic communication inputs promptly and professionally; and experience with clinic or hospital scheduling software.
• At least six months of clerical, office, customer service, or other administrative work indicating the ability to acquire the knowledge and skills needed for the position.
• Demonstrated advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care or community care models and patient health care portals, as it relates to access to care.
• Demonstrated advanced knowledge of policies and procedures for interdisciplinary coordinated care or community care operations that affect patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Demonstrated 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 processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, telephone, in person, and in writing with internal and external customers; this may include preparing reports in various formats, presenting data to organizational levels, and resolving patient concerns.
• Valid driver’s license.
• Meet application, online assessment, background/security investigation, onboarding, identification, pre-employment physical, and seasonal influenza vaccination requirements.
• Males born after December 31, 1959, must meet Selective Service registration requirements.
• Serve a one- or two-year trial period, subject to written certification for continued employment.

Nice To Haves

• Excellent customer service experience.
• Clerical or administrative experience.
• Medical office experience.

Responsibilities

• Support clinics with clinic profile management and appointment management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memoranda as needed.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and established clinic processes.
• Enter data accurately into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of entering the data into VISTA.
• Promote Veterans’ registration for and use of My HealtheVet and kiosks.
• Follow procedures for Community Care referrals.
• Serve as the initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding patient appointments and referrals.
• Stock basic office supplies for the executive suite.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Pre-register Veterans during check-in, use call lists, and telephone Veterans before scheduled visits.
• Update patient demographics.
• Communicate and interact with adult and geriatric patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs.
• Ensure appropriate VA forms are used correctly and regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to ensure efficient daily operations.

Benefits

• Federal employee benefits package available to employees and their families; specific eligibility depends on position type and other factors.
• 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: Entry Level
• Education Level: High school or GED