Medical Support Assistant (Advanced)

US-Department-of-Veterans-Affair; Manchester (NH); On-site; USD 42,000 - 54,000; Full time

Job summary

VA Manchester Healthcare System is seeking a Medical Support Assistant (Advanced) to support clinic operations and scheduling. The role focuses on coordinating high-volume appointments and ensuring timely access to care across interdisciplinary teams.

The position requires strong communication with clinicians, patients, families and staff, and flexibility to cover shifts as needed. This on-site role supports efficient patient flow within the VA system.

Qualifications

• United States Citizenship required; non-citizens may only be appointed where permitted.
• Experience: None.
• Education: High school diploma, GED, or proficiency certificate.
• Grandfathering Provision may apply to current VA employees.

Responsibilities

• Schedule a high volume of appointments in a clinic or hospital setting.
• Coordinate care across disciplines to ensure timely access to care.
• Communicate with clinicians, patients, families, and coworkers to resolve issues.
• Maintain patient flow and use scheduling programs effectively.

Skills

Scheduling

Customer service

Interdisciplinary collaboration

Medical terminology

Prioritization

Written and verbal communication

Education

High school diploma / GED

Tools

Scheduling software

Job description

The Medical Support Assistant (Advanced) positions fall under various healthcare service lines within VA Manchester Healthcare System. These positions may work tours other than their regular scheduled tour, including working evenings, nights, weekends/holidays to cover shortages or high patient volume. Shift changes will be considered based on patient and facility needs. 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.
• Experience: None.
• 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).

Grandfathering Provision:

Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: (1) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard. (2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements.

Grade Determinations:

Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually. High level customer service skills as evidenced by daily interaction and communication with clinicians, patients, families and coworkers. Evidence of work in a clinic setting with multiple inputs (in person, telephone, instant message communications) that need timely and professional resolution. Evidence of specific computer scheduling programs or software utilized in a clinic or hospital.

AND:

Knowledge, Skills, and Abilities (KSAs):

In addition to the experience above, the candidate must demonstrate the following KSAs:

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
6. 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:

• Copy of high school diploma, GED Certificate, OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript.

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

The full performance level of this vacancy is GS-6.

Physical Requirements:

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.