Medical Support Assistant (Health Informatics)

Quick Facts

• Role: Medical Support Assistant (Health Informatics)

• Focus: EHR implementation support

• Work schedule: Monday–Friday, 7:30am–4:00pm

• Onsite requirement: Must physically report to Fort Meade, SD or Hot Springs, SD

Description

Support the implementation and integration of a new Electronic Health Record (EHR) system by managing patient scheduling, electronic orders/consults, and accurate entry/verification of medical information. Serve as a point of contact for patients, clinics, and call centers, processing messages, triaging scheduling urgency, coordinating appointments through community vendors, and liaising with interdisciplinary care teams. Provide receptionist and administrative support including chart maintenance, clinic preparation, report monitoring, and secure message handling.

Responsibilities

• Schedule patient appointments and manage appointment-related workflows

• Track, review, and respond to electronic orders, consults, and other EHR elements

• Coordinate veteran/community appointments based on the care team’s guidance

• Communicate with patients, representatives, interdisciplinary teams, VA medical centers, and other agencies

• Process incoming messages and care requests; participate in huddles/meetings; share information with the care team

• Enter and verify information in the electronic record; resolve patient system issues

• Triage referrals for scheduling urgency and ensure clinician recommendations are followed

• Perform customer service and receptionist tasks (check-in, phone routing, fax/copy monitoring)

• Maintain medical charts and generate patient workload reports; act as EHR/scheduling liaison/technical advisor

• Respond to secure messages and ensure completion of open encounters

• Review and clean consult reports daily; interpret, verify, and disposition provider orders

• Monitor appointments and clinic grids; support clinic access contingency plans by adjusting scheduling/location

• Complete/train/share knowledge of data programs used with the EHR

Requirements

• U.S. citizenship

• High school diploma or equivalent (GED/proficiency certificate)

• Proficiency in spoken and written English

• Ability to pass subject background/security investigation

• Selective Service registration required for males born after 12/31/1959

• Participation in the seasonal influenza vaccination program

• Complete required application steps including online assessment

• Must physically report to Fort Meade, SD or Hot Springs, SD

• One year of experience equivalent to GS-5 (or demonstrated advanced patient support/administrative experience)

• Advanced knowledge of medical terminology and ability to communicate clinical instructions to patients

• Customer service experience with ability to identify concerns and refer/resolve appropriately

• Ability to operate computerized systems to enter/modify/retrieve sensitive patient PII in electronic records and scheduling/report systems

• Ability to schedule medical appointments in a clinical setting

• Ability to work independently and manage a wide variety of patient support duties

• Ability to communicate professionally in person, electronically, and by telephone with internal and external customers

Benefits

• Competitive salary and regular salary increases

• 37–50 days of annual paid time off per year (annual leave, sick leave, and paid federal holidays)

• Paid parental leave after 12 months of employment

• Potential childcare subsidy after 60 days for eligible employees

• Traditional federal pension and federal 401K with up to 5% employer contributions

• Federal health/vision/dental/term life/long-term care insurance options