Medical Support Assistant (Advanced)

Veterans Health Administration • Cleveland, OH

3d • Onsite

About The Position

The VA Northeast Ohio Healthcare System is recruiting a Medical Support Assistant (Advanced) to work in the Patient Transfer Center within the Patient Care Administrative Service (PCAS). The position supports patient access and care coordination through clinic scheduling, patient communications, transfer administration, and maintenance of patient records. The full performance level and advertised selection grade are GS-6.

The schedule is Monday through Friday, 3:30 p.m. to midnight, with rotating weekends and holidays. Telework is not authorized, and the position is not virtual. Relocation, recruitment incentives, and permanent change of station are not authorized.

Requirements

• U.S. citizenship is required, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• One year of specialized experience equivalent to GS-5 for the GS-6 grade, including relevant patient administrative support experience.
• Advanced knowledge of technical health care processes relating to access to care, including interdisciplinary scheduling, care in the community models, and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support, 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 meet team goals and patient care needs.
• Ability to independently set priorities and organize work to meet deadlines while following 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.
• Must complete the required application steps and online assessment.
• Must meet background and security investigation requirements and complete online onboarding and acceptable identity-document requirements.
• Participation in the VA seasonal influenza vaccination program is required for Health Care Personnel.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Recommend changes to clinic procedures based on current administrative guidelines.
• Coordinate with patient care teams to review appointment availability, monitor clinic schedules, and make adjustments as needed.
• Maintain effective communication with patients, interdisciplinary care teams, VA medical centers, and other agencies during inpatient and outpatient discharge.
• Communicate with non-VA medical facilities.
• Prepare correspondence notifying patients of normal laboratory results and manage follow-up care, including consults and tests.
• Process incoming patient secure messages through My HealtheVet and coordinate with care teams as appropriate.
• Participate in team huddles and meetings as appropriate.
• Adjust the flow and sequence of work to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Enter appropriate information into patient records.
• Coordinate administrative functions for emergency and non-emergency transfers to VA facilities or private hospitals.
• Answer phones, greet patients, relay messages, schedule or reschedule appointments and consults, enter no-show information, and verify or update patient demographics and insurance information, as applicable to qualifying experience.

Benefits

• Federal employee benefits package available to employees and their families; specific eligibility depends on position type.
• Possible credit toward annual leave accrual for qualifying prior federal 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