Medical Support Assistant (Advanced) - Contact Call Center

US-Department-of-Veterans-Affair; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

US Department of Veterans Affairs is seeking an Advanced Medical Support Assistant for a South Texas Veterans Healthcare System Contact Center. You will support an interprofessional health care team, determine Veteran/caregiver needs, and help achieve first-contact resolution with patient-centered care.

Responsibilities include information on programs for Veterans, administrative referrals, and coordination across clinical and support staff to maintain smooth patient access to services.

Qualifications

• High school diploma, GED, or equivalent from a State or territorial board.
• KSAs include scheduling across interdisciplinary care delivery and patient flow.
• Ability to communicate with clinicians and patients; manage referrals and follow-ups.

Responsibilities

• Assist with scheduling and coordinating care across teams.
• Provide Veteran-centered information on programs and initiatives.
• Support administrative referrals of services as needed.
• Demonstrate knowledge of medical terminology in clinical settings.

Skills

Scheduling across interdisciplinary/PC

Interprofessional coordination

Medical terminology

Team collaboration with clinicians

Prioritizing and organizing work

Effective written and verbal comunic

Education

High school diploma / GED / proficiency certificate

Job description

Advanced Medical Support Assistant in a South Texas Veterans Healthcare System Contact Center as part of an interprofessional healthcare team. They provide support across multiple ancillary & interprofessional & determines the needs of the Veteran/caregiver. They play an integral role in achieving first-contact resolution through Veteran-centered delivery of care. They provide information on programs & initiatives available to Veterans & provides administrative referrals of services 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.
• 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
• Licensure/Certification/Registration. None.

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

• Experience. One year of creditable experience equivalent to the next lower grade.
• 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.

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-06. The actual grade at which an applicant may be selected for this vacancy is at the GS-06.

Physical Requirements

May be required, depending on the needs of the organization.