Medical Support Assistant

Veterans Health Administration • Brainerd, MN

5d • Onsite

About The Position

This position is in the Primary Care (PC) and Specialty Care (SC) Integrated Clinical Community (ICC) at the Brainerd VA Health Care System. The Medical Support Assistant is the first administrative point of contact for Veterans, family members, and other visitors contacting the Brainerd VA. The position provides administrative support to clinical staff and Veterans and oversees daily clerical scheduling functions across PC ICC and SC ICC areas.

The role includes communicating with Veterans and care teams, handling calls and messages, coordinating appointments and records, and supporting day-to-day clinical operations. The employee may work in the PC ICC Call Center in support of SC ICC during short staffing or high call volumes. The full performance level is GS-5; selection may be at GS-3 through GS-5.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or qualifying proficiency certificate; education-based qualification may require transcripts.
• Proficiency in spoken and written English.
• For GS-4, one year of creditable experience equivalent to the next lower grade or one year of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-5, one year of creditable experience equivalent to the next lower grade or two years of education above high school, plus the specified knowledge, skills, and abilities.
• Ability to interact courteously and helpfully with people from varied backgrounds and healthcare team members to facilitate patient care.
• Ability to use and navigate office automation equipment and software, including computer systems, web-based scheduling programs, insurance collection systems, scanning software, multiple-line phone systems, and electronic faxing programs.
• Knowledge of basic medical terminology; GS-5 requires advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Skill in recording patient messages and understanding physician requests concerning follow-up care in internal or external clinics.
• For GS-5, ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, or reports.
• For GS-5, ability to schedule medical appointments in a clinical setting and work independently across a wide variety of patient-support duties.
• For GS-5, ability to communicate effectively and professionally in person, electronically, and by telephone with internal and external customers.
• For GS-5, customer-service skill, including identifying customer concerns and referring them to appropriate staff for resolution.
• Must complete all required application steps, including an online assessment.
• Subject to background and security investigation and completion of online onboarding and pre-employment identification requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• A pre-employment examination or evaluation may be required.

Nice To Haves

• Customer service experience.
• Medical knowledge and terminology.
• Ability to multitask and prioritize workload.
• Strong teamwork.

Responsibilities

• Communicate with Veterans, visitors, and employees in a courteous, helpful, professional manner while maintaining Veteran rights, confidentiality, and individuality.
• Resolve issues at the lowest level and in a timely manner, and maintain clear boundaries in the Medical Support Assistant/Veteran relationship.
• Use medical terminology to direct Veterans and callers to appropriate assistance.
• Participate in team huddles and meetings, follow up independently, share information, and collaborate with the medical team to support continuity of care.
• Serve as the main point of contact for Secure Messages and Message Manager requests for the assigned team; fulfill requests or forward them to appropriate staff.
• Serve as an administrative contact for scheduled and unscheduled visits and adapt to changing schedules and workloads.
• Prepare reports in various formats and present data to organizational stakeholders.
• Screen calls and determine whether they require attention from a Registered Nurse, Licensed Practical Nurse, provider, or other designated professional.
• Maintain and secure medical records in accordance with HIPAA and enter appropriate information into the Veterans electronic medical record.
• Ensure appropriate forms and documents are presented, sent, or completed by Veterans.
• Facilitate and track the receipt of records and documents from outside facilities through Release of Information processes.
• Provide clerical support to the assigned area and its staff; set deadlines and priorities and adjust workflow to meet workload needs.
• Obtain and monitor office services, supplies, and equipment.
• Update Veteran demographic information, including address, telephone number, insurance, preferred communication method, guardianship reminders, and other information as programs change.
• Receive and respond to inquiries through Secure Messaging, Message Manager, VAR, VEText, letters, and phone calls; document information in CPRS when appropriate and alert clinical staff.
• Recognize urgent inquiries and refer them to clinical staff for immediate action as needed.
• Work in the PC ICC Call Center in support of SC ICC during short staffing or high call volumes, including answering incoming calls and completing assigned monthly administrative duties.
• Manage multiple tasks and shifting priorities, including in high-stress situations.
• Coordinate and assist with department services, programs, and outreach events.
• Participate in encounter closeout.
• Follow the PCMM process for assigning and reassigning Veterans to Primary Care Providers.
• Process healthcare provider orders accurately and seek clarification when needed.

Benefits

• Competitive salary and regular salary increases.
• 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 the birth, adoption, or foster placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income and other eligibility requirements.
• 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.
• Prior federal or military service may be credited toward annual leave accrual, subject to request and approval.

What This Job Offers

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