Advanced Medical Support Assistant

The Advanced Medical Support Assistant is assigned to the Community Care Coordination Unit of Patient Business Service at the Dayton VA Medical Center, Dayton, Ohio. The primary function of this position is to provide support with the administrative and clerical operations of all Community Care consults, and coordination of all activities for Community Care.

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. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. GS-6 Medical Support Assistant (Advanced) 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: 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. Preferred Experience: Six months of experience in the following: Coordinating medical referrals, consultations, authorizations, and appointments between healthcare facilities and community providers. Reviewing medical referrals for completeness, accuracy, and appropriate documentation. Proficiency in electronic health record systems for patient registration, data entry, information retrieval, and appointment management. Advanced proficiency in Microsoft Excel for tracking referrals, monitoring scheduling timelines, maintaining spreadsheets, and compiling data. Verifying patient eligibility, updating demographic and insurance information, and maintaining accurate patient records. Coordinating specialty consultations, patient transfers, and follow-up care among healthcare providers and clinical departments. Strong telephone communication and customer service skills, including responding to patient inquiries, resolving scheduling issues, and communicating medical administrative information. Preparing correspondence, processing documentation, and communicating effectively with patients, family members, healthcare professionals, and external agencies. Knowledge of healthcare policies, patient confidentiality, medical record management, and applicable privacy regulations, including HIPAA. Ability to identify documentation discrepancies, recognize administrative trends, recommend corrective actions, and resolve problems in accordance with established procedures. Handling confidential medical information and maintaining the accuracy, security, and integrity of electronic and paper records. Strong organizational, analytical, interpersonal, and problem-solving skills, with the ability to prioritize competing responsibilities, meet deadlines, and provide respectful, patient-centered service to individuals from diverse backgrounds. 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. The actual grade at which an applicant may be selected for this vacancy is the GS-6. Physical Requirements: Work is mostly sedentary; some periods of walking, bending, lifting or carrying of work related items. Normal safety precautions and practices are required for working in as healthcare environment.