Medical Support Assistant (Advanced)

Veterans Health Administration • Bedford, MA

8d • Onsite

About The Position

The Medical Support Assistant (Advanced) works within various healthcare service lines at the VA Bedford Health Care System and provides administrative support to an assigned section. Duties include supporting clinic profile management; collecting and updating insurance information; preparing correspondence and memos; handling calls and providing information in accordance with privacy rules and clinic processes; accurately entering data into VISTA and scanning applicable documents into VISTA Imaging within 24 hours; promoting use of MyHealthyVet and kiosks; and following Community Care referral procedures.

The role serves as an initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding appointments and referrals. The incumbent enters Veterans seeking emergent or urgent care, schedules appointments, pre-registers Veterans during check-in, contacts Veterans before scheduled visits, updates patient demographic information, and communicates appropriately with adult and geriatric patients. Other duties may be assigned.

The stated regular schedule is Monday through Friday during day-shift hours, to be determined. However, shifts may include evenings, nights, weekends, or holidays to cover staffing shortages or high patient volume, and shift changes may be made based on patient and facility needs. Compressed or flexible scheduling, telework, and virtual work are not authorized.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• One year of creditable experience equivalent to the next lower grade for the GS-06 level.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated care, care in the community, and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care or community-care operations 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 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.
• Must pass a pre-employment physical evaluation and required background/security investigation.
• Must complete required onboarding and application documentation.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• Physical ability to stand for prolonged periods; bend, reach, crouch, stoop, stretch, and lift moderately heavy items; walk between areas; and perform keyboarding.

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 in a timely manner; 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 MyHealthyVet 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 and contact Veterans before scheduled visits using call lists and telephones.
• Update patient demographic information.
• Communicate and interact with adult and/or geriatric patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs.
• Perform other duties as assigned.

Benefits

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