Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (outpatient, clinical team based)
• Schedule: Monday–Friday 8:00am–4:30pm (rotated weekends and holidays as needed)
• Work model: Not telework/virtual; office setting with mostly sedentary work

Description

The Advanced Medical Support Assistant provides specialized administrative patient support for an outpatient clinic within a coordinated care model in the VA. You will serve as a first point of contact for clinics and patients—scheduling appointments, reviewing and responding to electronic orders/consults, and maintaining accurate electronic health and administrative records. The role also includes phone/voicemail management, patient interviews for appointments, referrals to specialty clinics, customer complaint support, and coordination of services including emergency transfers and release of information.

Responsibilities

• Coordinate information and actions related to patient care and services
• Schedule treatment appointments following VHA national directives and local procedures
• Answer multiline phone systems and retrieve voicemails to determine next actions
• Interview patients for appointments and route them to appropriate services
• Refer patients to other specialty clinics as required
• Assist patients with information to resolve complaints
• Communicate with customers in person, by phone, and electronically
• Review and document medical electronic health records and administrative records
• Verify and update demographics and third-party insurance information
• Advise clinical staff on current administrative processes; assist with clinic-specific training
• Run administrative reports (e.g., consults, no-shows) and take appropriate action
• Coordinate emergency transfers and determine eligibility status
• Coordinate release of information to support direct patient care
• Work independently with minimal supervision and handle scheduling problems/deviations
• Participate in team huddles/meetings and provide coverage for other clinics

Requirements

• U.S. citizenship
• Selective Service registration (for males born after 12/31/1959)
• Proficient written and spoken English
• Subject to background/security investigation
• Complete online onboarding and required pre-employment documentation (I-9)
• Participate in seasonal influenza vaccination program
• At least six months of customer service experience with daily direct customer interactions
• One year specialized experience supporting advanced/complex administrative patient support in a multi-clinic environment, including scheduling and coordination across providers/clinics and outside agencies, plus advanced knowledge of medical terminology and health care processes/policies

Benefits

• Comprehensive federal employee benefits package (eligibility depends on position details)
• Potential to receive service credit toward annual (vacation) leave accrual based on prior experience/military service