Medical Support Assistant (Advanced)

Veterans Health Administration • White River Junction, VT

10d • Onsite

About The Position

The Advanced Medical Support Assistant serves in a health care service line at the VA White River Junction Healthcare System, providing a wide range of administrative support to the assigned section. The role supports patient appointments, referrals, registration, and access to care, while communicating with Veterans, families, patients, clinicians, clinics, call centers, and Care in the Community.

Most shifts are scheduled during the day, although evening, night, weekend, and holiday tours may be required to cover staffing shortages or high patient volume. Tours and shift assignments may change based on patient and facility needs. The stated work schedule is Monday through Friday, with day-shift hours to be determined. Compressed or flexible schedules and telework are not authorized; this is not a virtual position.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial education board or department.
• Proficiency in spoken and written English.
• For the GS-06 Advanced level, one year of experience equivalent to GS-05 in Federal service, including clinic experience in a hospital or doctor's office with high-volume appointment scheduling, customer service, multiple communication inputs, and 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.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to accomplish team goals and support patient care.
• Ability to independently set priorities and organize work to meet deadlines while ensuring compliance with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical 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 for coordinated care and 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.
• Meet applicable background/security investigation and pre-employment physical examination requirements; complete onboarding and required application documentation.
• Register with Selective Service if applicable to males born after December 31, 1959.
• Participate in the VA seasonal influenza vaccination program.
• Serve a one- or two-year trial period, as applicable.
• If selected and not covered by the grandfathering provision, provide acceptable documentation verifying high school completion or higher before a firm job offer.

Nice To Haves

• Prior work experience or military service may be considered for credit toward annual leave accrual, subject to request and approval; this is not guaranteed.

Responsibilities

• 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 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 patient 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 demographic information.
• Communicate and interact with patients in a manner appropriate to the cognitive, emotional, and chronological maturation needs of adult and geriatric patients.
• Collaborate and communicate with 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 with internal and external customers electronically, by phone, in person, and in writing; prepare reports, present data, and resolve patient concerns as needed.

Benefits

• Competitive salary and regular salary increases; a higher step within the appropriate grade may be considered based on higher or unique qualifications or VA needs.
• 37–50 days of annual paid time off per year, comprising 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 the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income, eligible-child, cost, and monthly maximum limits.
• Traditional federal pension with five-year vesting and a 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.

What This Job Offers

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