Medical Support Assistant (Advanced)

Veterans Health Administration•Montevideo, MN

6d•Onsite

About The Position

The Medical Support Assistant (Advanced) works in the Primary Care and Specialty Care Integrated Clinical Communities at the Montevideo VA Health Care System. The position is the first administrative point of contact for Veterans, family members, and other visitors, and provides administrative support to clinical staff and Veterans while overseeing daily clerical functions for scheduling across Primary and Specialty Medicine areas. The role supports communication and access to care by handling calls and secure messages, directing inquiries to appropriate clinical staff, maintaining Veteran records and demographic information, processing provider orders, coordinating referrals and documentation, and supporting scheduling operations. The incumbent collaborates with interdisciplinary care teams, assists with reports and outreach activities, and adapts to changing priorities and workload. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework and virtual work are not available. Relocation and recruitment incentives, as well as permanent change of station, are not authorized.

Requirements

U.S. citizenship, subject to the stated exception when qualified citizens cannot be recruited.
High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to the GS-5 level, independently performing healthcare-service administrative duties in an inpatient or outpatient setting.
Demonstrated advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary scheduling and patient healthcare portals.
Demonstrated advanced knowledge of policies and procedures affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Demonstrated advanced knowledge of medical terminology.
Ability to collaborate and communicate with 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 processes, policies, and regulations.
Ability to communicate tactfully and effectively in person, by phone, electronically, and in writing with internal and external customers, including preparing reports, presenting data, and resolving patient concerns.
Meet applicable background/security investigation, onboarding, identification, influenza vaccination, and trial-period requirements.
Complete all application steps, including the online assessment and required application documents.

Nice To Haves

Advanced medical terminology.
Advanced customer service skills.
Ability to work independently and as part of a team.

Responsibilities

Communicate professionally and helpfully with Veterans, visitors, and employees while maintaining Veteran rights, confidentiality, and individuality.
Resolve issues at the lowest appropriate level and establish clear boundaries in interactions with Veterans.
Use advanced medical terminology knowledge to direct Veterans and callers to appropriate assistance.
Participate in team huddles and meetings, follow up independently, share information, and collaborate with medical teams to support continuity of care.
Serve as the primary contact for team Secure Messages and Message Manager communications; fulfill requests or forward them to appropriate staff.
Act as a departmental resource for scheduled and unscheduled visits and adapt to schedule and workload changes.
Prepare reports in various formats and present data to organizational levels.
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 required forms and documents are provided, sent, or completed by Veterans.
Facilitate and track the receipt of outside records and documents through Release of Information processes.
Provide advanced clerical support to the assigned area and staff members; set priorities and deadlines and manage workload flow.
Obtain and monitor office services, supplies, and equipment.
Update Veterans’ demographic information, including address, phone number, insurance, preferred communication method, and guardianship reminders.
Receive and respond to inquiries through Secure Messaging, Message Manager, VAR, VEText, letters, and phone calls; document requests in CPRS, alert clinical staff, and refer urgent inquiries for immediate action.
Work in the Primary Care ICC Call Center in support of the Specialty Care ICC when short staffing or high call volumes require it.
Multitask and adjust priorities quickly in high-stress situations.
Coordinate and assist with department services, programs, and outreach events.
Participate in encounter closeout and follow the PCMM process for assigning and reassigning Veterans to Primary Care Providers.
Process health care provider orders accurately and seek clarification when needed.
Perform Call Center functions, including answering incoming Primary Care ICC and Specialty Care ICC calls and completing assigned monthly administrative duties.