Medical Support Assistant (Advanced)

Veterans Health Administration • Littleton, NH

6d • Onsite

About The Position

This position serves as an Advanced Medical Support Assistant for the White River Junction Healthcare System at the Littleton VA Clinic in Littleton, New Hampshire. The role provides administrative support to the assigned section and a wide range of clinic operations, including appointment scheduling, patient referrals, registration, and clinic profile management.

The incumbent serves as an initial point of contact for patients, clinics, units, call centers, and Care in the Community regarding appointments and referrals. The position requires accurate use of VISTA and VISTA Imaging, effective communication with Veterans and other customers, and adherence to privacy rules and established clinic processes. The work is performed Monday through Friday during day-shift hours, to be determined. Compressed or flexible scheduling and telework are not authorized.

Requirements

• High school diploma, GED equivalency certificate, or a state- or territorial-level education department proficiency certificate.
• One year of experience equivalent to the next lower grade level in Federal service (GS-05).
• Experience in a hospital or doctor's office clinic setting, including scheduling a high volume of appointments annually.
• Demonstrated high-level customer service through daily communication with clinicians, patients, families, and coworkers.
• Experience resolving multiple clinic inputs, such as in-person, telephone, and instant-message communications, promptly and professionally.
• Experience using specific computer scheduling programs or software in a clinic or hospital.
• 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 following 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.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated care, community care models, and patient healthcare portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Proficiency in written and spoken English.
• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must complete the required online onboarding and application requirements.
• Must serve a one- or two-year trial period.
• Must be able to perform the physical demands of the job, including prolonged standing and bending, reaching, crouching, stooping, stretching, lifting moderately heavy items, keyboarding, and walking between areas.

Responsibilities

• Support clinics with clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memoranda as needed.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide appropriate information in accordance with privacy rules and clinic processes.
• Accurately enter data into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of data entry.
• Promote Veterans’ registration for and use of MyHealtheVet and clinic kiosks.
• Follow procedures for Community Care referrals.
• Serve as the initial point of contact for units, clinics, patients, call centers, and Care in the Community on patient appointments and referrals.
• Schedule appointments accurately, including for Veterans seeking emergent or urgent care.
• Pre-register Veterans during check-in and contact Veterans by telephone before scheduled visits using call lists.
• Update patient demographic information.
• Communicate and interact with patients appropriately to their cognitive, emotional, and chronological maturation needs, including adult and geriatric patients.

Benefits

• Federal employees receive a comprehensive benefits package; specific eligibility depends on position type. The announcement does not specify individual benefits.

What This Job Offers

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