Medical Support Assistant (Advanced) - Specialty Care

About the role

The incumbent serves as an Medical Support Assistant (Advanced) and provides clerical administrative support in the coordination, care, and treatment provided to patients throughout the specialty Care Integrated Clinical Community (ICC).

Responsibilities

• Serves as a key member of the interdisciplinary team, providing administrative support to ensure efficient and effective care delivery.
• Coordinates patient appointments and consults, ensuring timely scheduling and availability.
• Communicates with patients, interdisciplinary teams, and external agencies to facilitate smooth transitions between inpatient and outpatient settings.
• Monitors and manages patient systems to ensure accuracy and completeness of patient information.
• Collaborates with the patient care team to develop and implement strategies for improving patient care and workflow efficiency.
• Ensures compliance with VA policies and procedures, including maintaining confidentiality of patient information.
• Performs other related duties as assigned.

Requirements

This announcement is open to the public and employees of other Federal agencies. Current, permanent VA employees should apply to announcement number CBSY-12956914-26-MS.

Qualifications

• Basic Requirements: Citizenship as a citizen of the United States (U.S.). No experience required.
• Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:
• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below:
• 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. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
• 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.
• Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.