Medical Support Assistant (Advanced)

Veterans Health Administration • New Bedford, MA

6d • Onsite

About The Position

This Medical Support Assistant (Advanced) position is based at the New Bedford Community-Based Outpatient Clinic (CBOC) and supports the Physical Medicine and Rehabilitation (PM&R) Service of the VA Providence Healthcare System in Providence, Rhode Island. The position is full-time, 40 hours per week, and provides administrative support to the assigned section. The incumbent primarily provides customer service, scheduling, and administrative support for assigned clinics and providers, and coordinates evaluations and treatment appointments across assigned PM&R outpatient clinical areas and locations.

The position includes clinic profile management; collecting and updating insurance information; preparing correspondence and memos; responding to calls courteously and promptly while following privacy rules and clinic processes; accurately entering information into VISTA and scanning applicable documents into VISTA Imaging within 24 hours; promoting Veterans’ use of My HealtheVet and kiosks; and following procedures for Community Care referrals. The incumbent serves as an initial contact for units, clinics, patients, call centers, and Care in the Community concerning appointments and referrals. Duties also include scheduling Veterans seeking urgent or emergent care, preregistering Veterans during check-in, contacting Veterans before scheduled visits, updating patient demographics, and communicating appropriately with adult and geriatric patients. Other duties may be assigned.

The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Compressed or flexible scheduling and telework are not authorized. This is not a virtual position. The role is in the Excepted Service, is covered by a special rate, and is a LIUNA bargaining-unit position. The full performance level is GS-06.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate, unless qualifying under the applicable grandfathering provision.
• One year of experience equivalent to the next lower grade level in Federal service (GS-05).
• Demonstrated advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care and/or community care models and patient health care portals, as it relates to access to care.
• 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 medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines while complying 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.
• Must pass a pre-employment physical evaluation and participate in the VA seasonal influenza vaccination program.
• Must complete required background/security investigation, online onboarding, and application documentation requirements.
• Must meet Selective Service registration requirements, if applicable.

Nice To Haves

• One year of medical scheduling experience.
• Experience using an electronic health record (EHR).
• Ability to independently prioritize and manage multiple administrative responsibilities in a fast-paced, high-volume health care environment.
• Strong customer service skills, including experience resolving scheduling conflicts and managing a high volume of calls.
• Attention to detail, accuracy, and organizational skills.
• Experience working with specialty care clinics, rehabilitation services, or multidisciplinary health care settings.

Responsibilities

• Provide customer service, scheduling, and administrative support to assigned clinics and providers.
• Coordinate evaluations and treatment appointments across assigned PM&R outpatient clinical areas and locations.
• Support 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, identify 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 My HealtheVet 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.
• Schedule appointments accurately, including for Veterans seeking emergent or urgent care.
• Preregister Veterans during check-in and contact Veterans by telephone before scheduled visits.
• Update patient demographic information.
• Communicate and interact with adult and geriatric patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs.
• Perform other duties as assigned.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on higher or unique qualifications or VA special needs.
• 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.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• 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.
• Potential childcare subsidy after 60 days for eligible full-time employees and qualifying families, up to 25% of eligible childcare costs and subject to the stated monthly maximum.
• 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 programs may be carried into retirement.

What This Job Offers

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