Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Bedford (MA); On-site; USD 35,000 - 50,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking a Medical Support Assistant (Advanced) for the VA Bedford Health Care System. This role involves providing administrative support, managing clinic profiles, and interacting with Veterans regarding their appointments and insurance information.

Candidates must be U.S. citizens, hold a high school diploma or GED, and possess excellent customer service skills. The work schedule is Monday through Friday, with day shifts to be determined and no option for telework.

Qualifications

• United States Citizenship.
• Proficient in spoken and written English.
• Ability to provide high-level customer service.

Responsibilities

• Provide administrative support to the assigned section.
• Support clinic profile management and collect patient data.
• Act as initial point of contact for appointments and referrals.

Skills

Customer service

Clinic scheduling

Computer skills

Communication skills

Knowledge of medical terminology

Education

High school diploma or GED

Tools

VISTA/VISTA Imaging software

Job description

Summary

Positions fall under various health care service lines within VA Bedford Health Care System. Most shifts are scheduled during the day, but some can be evenings, nights, weekends, and holidays. Medical Support Assistants (Advanced) may work tours other than their regular scheduled tour to cover shortages or high patient volume. Shift changes are considered based on patient and facility needs.

Qualifications

• United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Education: High school diploma or GED/High school equivalency certificate.
• Experience: No experience required. One year experience equivalent to GS-05 for a GS‑06 position.
• English language proficiency: Proficient in spoken and written English for direct patient care positions.
• Customer service: Demonstrated ability to provide high‑level customer service interacting with clinicians, patients, and coworkers.
• Clinic scheduling experience: Scheduling high‑volume appointments in a clinic or doctor's office setting.
• Computer skills: Experience with clinic scheduling programs or software, and ability to use VISTA/VISTA Imaging.
• Knowledge, skills, and abilities (KSA):
  • Collaborate and communicate with a wide range of medical clinicians across multiple disciplines.
  • Independently set priorities and organize work to meet deadlines and comply with processes and regulations.
  • Communicate tactfully and effectively electronically, by phone, in person, and in writing with internal and external customers.
  • Prepare reports and present data to various organizational levels, and resolve patient concerns.
  • Advanced knowledge of technical health‑care processes, policies, and procedures in interdisciplinary coordinated care and community health care delivery.
  • Advanced knowledge of medical terminology used by clinicians.
• Physical requirements: Some physical exertion such as standing, bending, reaching, crouching, stooping, stretching, lifting moderately heavy items, walking between areas, and keyboarding.

Duties

• Provide administrative support to the assigned section of VA Bedford Health Care System as a Medical Support Assistant (Advanced).
• Support clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memos as needed.
• Screen and receive phone calls in a courteous and timely manner; determine the nature of the request and provide the information desired using privacy rules and established clinic processes.
• Enter data accurately into VISTA and scan documents into VISTA Imaging within 24 hours.
• Promote Veterans registration for MyHealthyVet (MHV) and kiosk usage.
• Follow procedures regarding Community Care referrals.
• Act as the initial point of contact for units, clinics, patients, call centers, and care in the community regarding various aspects of patient appointments and referrals.
• Enter and schedule emergent/urgent care appointments accurately.
• Pre‑register Veterans during check‑in and utilize call lists to verify appointments.
• Update all patient demographics.
• Communicate with patients in an appropriate manner for cognitive, emotional, and chronological maturity needs of adults and geriatric patients.

Work Schedule

Monday through Friday, day shift hours (to be determined). Compressed/flexible schedule not authorized. Telework or virtual work not authorized.