Medical Support Assistant (Advanced)

About the role

The Technology - Innovation - and Development Service is seeking an Medical Support Assistant (Advanced) to serve as the primary scheduler for consults and first point of contact for patients - community partners - and more.

Responsibilities

• Completes in-patient and out-patient scheduling needs
• Serves as the primary Point of Contact for incoming calls
• Coordinates with care line management and supervisors to review clinic utilization and wait times using various reports
• Develops and maintains effective and efficient communications with patients - community partners - VA medical centers - and other agencies
• Adjusts workflow and work sequencing to meet team and patient needs
• Makes administrative notes in veterans Electronic Health Record chart
• Affords assistance to Veterans with coordinating self-assessments - education forms - and tallying totals for therapists
• Presents data to leadership with observations and recommendations for scheduling action - customer service concerns - clinic profile development - and modification within the service

Requirements

• One year of creditable experience equivalent to the next lower grade
• Advanced knowledge of the technical health care process (including - but not limited to - scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow - and patient support care administrative functions to include - but not limited to appointment cycles - outside patient referrals - follow-up care - overbooking - provider availability - etc
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. - medical doctors - nurse practitioners - physician assistants - psychologists - psychiatrists - social workers - clinical pharmacists - and nursing staff) to accomplish team goal setting to ensure medical care to patients is met
• Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations
• Ability to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customers

Qualifications

• High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)
• Employees in VHA in this occupation - under a permanent - appropriate - and legal placement on the effective date of the qualification standard - are considered to have met all qualification requirements for the grade and/or assignment held - including positive education and registration/certification where applicable
• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard
• Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• Grade Determinations: Medical Support Assistant (Advanced) - GS-06

Skills

• Advanced knowledge of the technical health care process (including - but not limited to - scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow - and patient support care administrative functions to include - but not limited to appointment cycles - outside patient referrals - follow-up care - overbooking - provider availability - etc
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. - medical doctors - nurse practitioners - physician assistants - psychologists - psychiatrists - social workers - clinical pharmacists - and nursing staff) to accomplish team goal setting to ensure medical care to patients is met
• Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations
• Ability to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customers

Benefits

• Total Rewards of a Allied Health Professional
• Work Schedule: Full-Time - 0730-1600
• Recruitment Incentive (Sign-on Bonus): Not Authorized
• Permanent Change of Station (Relocation Assistance): Not Authorized
• Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• Paid Time Off: 37-50 days of annual paid time off per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year)
• Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience
• Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
• Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
• Telework: Ad-hoc - may be available
• Virtual: This is not a virtual position

Pay

Competitive salary and regular salary increases

Schedule

Full-Time - 0730-1600