Medical Support Assistant (Advanced)

Veterans Health Administration • Portland, ME

10d • Onsite

About The Position

The Advanced Medical Support Assistant serves within a health care service line at the VA Maine Healthcare System and provides administrative support to the assigned section. The role supports clinic profile management, patient registration and appointment scheduling, insurance updates, referrals, and communication with Veterans, families, patients, clinicians, and other service areas. The position uses VISTA and VISTA Imaging and promotes Veterans’ use of My HealtheVet and kiosks.

The stated work schedule is Monday through Friday, with day-shift hours to be determined. Although most shifts are scheduled during the day, shifts may include evenings, nights, weekends, or holidays, and tours may change according to patient and facility needs. Compressed or flexible schedules, remote work, and telework are not authorized. The position requires U.S. citizenship, English proficiency, a background/security investigation, and a pre-employment physical evaluation. The full performance level is GS-06.

Requirements

• U.S. citizenship is required, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• Proficiency in spoken and written English.
• For the GS-06 level, one year of experience equivalent to GS-05 in Federal service, including clinic experience in a hospital or doctor's office and scheduling a high volume of appointments annually.
• At least six months of clerical, office, customer service, or other administrative work demonstrating ability to acquire the knowledge and skills needed for the position.
• High-level customer service skills demonstrated through daily interaction with clinicians, patients, families, and coworkers.
• Experience handling multiple clinic communication inputs, such as in-person, telephone, and instant-message communications, with timely and professional resolution.
• Experience with specific computer scheduling programs or software used in a clinic or hospital.
• Ability to collaborate and communicate with clinicians across multiple disciplines to accomplish team goals and meet patient care needs.
• Ability to independently set priorities and organize work to meet deadlines while complying with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers in person, by phone, electronically, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of health care processes related to access to care, including interdisciplinary coordinated care, Community Care 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.
• Must pass a background/security investigation and pre-employment physical evaluation; seasonal influenza vaccination program participation is required for VA health care personnel.
• Must complete required application and onboarding processes and serve a one- or two-year trial period.
• No licensure or certification is required.
• No educational substitution is available for the GS-06 level.

Responsibilities

• Support clinics with clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memos 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 data entry.
• Promote Veterans’ registration for and use of My HealtheVet and kiosks.
• Follow procedures for Community Care referrals.
• Serve as an initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding appointments and referrals.
• 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/or geriatric patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs.
• Collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Organize and prioritize work to meet deadlines and comply with established processes, policies, and regulations.
• Communicate tactfully and effectively with internal and external customers in person, by phone, electronically, and in writing; resolve patient concerns as needed.

Benefits

• Federal employee benefits package; specific benefits depend on position type and eligibility.
• Annual leave accrual based on federal service, with possible approved credit for prior federal work or military service.

What This Job Offers

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