Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (full performance level: 6)

• Schedule: Monday–Friday, 8:00 a.m.–4:30 p.m.

• Telework/Virtual: Not authorized

• Work setting: Office-based outpatient clinical team model; rotated weekends and holidays as needed

Description

Serve as an Advanced Medical Support Assistant in a team-based outpatient environment, acting as an initial point of contact for units, outpatient clinics, and patients. Coordinate appointments, track and respond to electronic orders and consults in electronic health/medical systems, verify demographics and third-party insurance, and manage patient communications and administrative records. Work independently with minimal supervision while supporting mission-focused care coordination.

Responsibilities

• Coordinate information and actions related to patient care and services

• Schedule appointments per VHA directives and local standard operating procedures

• Answer multiline phones and retrieve voicemails to determine next actions

• Interview patients for appointments

• Refer patients to required medical specialty clinics

• Resolve/answer patient complaints with appropriate information per policy

• Interact with customers in-person, by phone, and in written/electronic correspondence

• Review and document medical electronic health records and administrative records

• Verify and update patient demographics and third-party insurance information

• Provide excellent customer service; participate in team huddles and meetings

• Provide coverage for other clinics as needed

• Advise clinical staff on current administrative processes; support clinic-specific training

• Run administrative reports (e.g., consults, no-shows) and take appropriate action

• Coordinate emergency transfers to VA/private hospitals and determine eligibility status

• Coordinate release of information to support direct patient care needs

• Work rotated weekends and holidays throughout the year as needed

Requirements

• U.S. citizenship

• Selective Service registration (as applicable)

• Proficiency in written and spoken English

• Background/security investigation

• Complete online onboarding and pre-employment requirements (including acceptable identification)

• Seasonal influenza vaccination program participation

• Meet basic qualification requirements via qualifying administrative/customer service experience and/or education

• For GS-6/advanced level: 1 year of specialized experience equivalent to GS-5 in an advanced/complex clinical setting using numerous advanced patient care systems and coordinating scheduling across multiple clinics and with outside agencies; advanced knowledge of medical terminology and technical healthcare processes; and policies/procedures for coordination of care

• Demonstrated knowledge/skills including communicating with multidisciplinary clinicians, independently setting priorities, communicating tactfully across channels, and using advanced knowledge of technical healthcare processes, policies, and patient support functions

Benefits

• Comprehensive U.S. government benefits package (details vary by appointment type)

• Potential to earn service credit for annual (vacation) leave based on prior work experience or military service experience (subject to eligibility and approval)