Medical Support Assistant (Advanced)

Veterans Health Administration; Hyannis (MA); On-site; USD 54,000 - 60,000; Full time

Job summary

Providence Healthcare Medical Center in Hyannis, MA is seeking a Medical Support Assistant to join the Primary Care team. This full-time role (40 hours/week) focuses on customer service and supporting the Primary Care Administrative Desk with additional duties as needed.

Applicants with pending education or licensure requirements may be referred and tentatively selected, but hiring is contingent on meeting all requirements. The full performance level is GS-06.

Qualifications

• United States citizenship required and English proficiency per VA standards.
• High school diploma, GED, or equivalent education required.
• One year of experience at the GS-05 level or equivalent with KSAs related to care access and coordination.

Responsibilities

• Provide patient-centered customer service at the Primary Care Administrative Desk.
• Assist with scheduling, referrals, and patient flow coordination as needed.
• Support administrative tasks and documentation to ensure smooth clinic operations.

Skills

Customer service

Excel

Microsoft Reference

Education

High school diploma or GED

Job description

This Medical Support Assistant position is located in the Primary Care department at the Providence Healthcare Medical Center, in Hyannis, Massachusetts. This position is a full-time at 40 hours per week. The candidate is mainly responsible for customer service and supporting the Primary Care Administrative Desk with additional duties as needed.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with 38 U.S.C. 7402(d). Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations

Medical Support Assistant (Advanced) GS-06: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates. Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). And Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of the following KSAs: 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. 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.

Documentation Requirements for Proof of High School Completion or Higher

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

Preferred Experience

Customer service, Excel, Microsoft Reference: VA Handbook 5005 Part II Appendix G45.

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-06.

Physical Requirements: See VA Directive and Handbook 5019.