Medical Support Assistant (Advanced)

Veterans Health Administration • Murfreesboro, TN

1d • Onsite

About The Position

Advanced Medical Support Assistants assigned to Community Care at grade GS-6 perform administrative and clerical duties and serve as liaisons between nursing staff, social workers, clinics, laboratories, operating rooms, physicians, patients, and other internal and external customers. The role supports an interdisciplinary coordinated care delivery model within Care in the Community. The incumbent explains community programs to Veterans, coordinates their community care through various avenues, and provides customer service as the liaison between the VA Medical Center and community providers. Administrative functions support patient care and treatment for inpatient, outpatient, and/or GEC program services.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. Work is generally sedentary, with some walking, standing, bending, and carrying light items. The work may be stressful during peak clinic hours or days with high clinic volumes. The full performance level and actual selection grade are GS-06.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-5 grade level, including relevant scheduling, appointment, referral, patient-flow, or clinical administrative support experience.
• Advanced knowledge of technical health care processes, including scheduling in interdisciplinary coordinated care or 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.
• 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 complying 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.
• Complete the required application steps and online assessment; submit a detailed resume documenting job titles, duties, start and end dates by month and year, and hours worked per week.
• Meet background and security investigation requirements, complete online onboarding, and participate in the seasonal influenza vaccination program.
• Serve a one- or two-year trial period, subject to written certification for continued employment.
• Meet applicable physical requirements, including the ability to operate a computer terminal and manage multiple activities.

Responsibilities

• Work collaboratively in an interdisciplinary coordinated care delivery environment, including patient-aligned care teams or specialty care.
• Maintain effective and efficient communication with patients, interdisciplinary teams, management teams, VA medical centers, and other agencies.
• Schedule appointments and notify a supervisor when a patient cannot be scheduled within mandated timeframes.
• Organize work independently and resolve administrative and scheduling problems.
• Explain community programs to Veterans and coordinate their care in the community.
• Provide customer service and act as a liaison between the VA Medical Center and community providers.
• Perform administrative functions associated with patient care and treatment for Care in the Community inpatient, outpatient, and/or GEC program services.

Benefits

• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Eligible selected applicants may receive credit toward annual leave accrual for 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