Medical Support Assistant; Advanced

The Advanced Medical Support Assistant serves as an initial point of contact for patients; schedules medical appointments; tracks, reviews and responds to electronic orders, consults and other elements in the electronic medical record and medical systems.

This position is located in Mental and Behavior Health Service Line, Northwest Metro Clinic, Ramsey, MN, 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.

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• 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
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following:

One year of experience equivalent to the GS-5 grade level that equips the candidate with the following

• Utilized advanced knowledge of medical terminology specific to understand medical diagnosis and procedures to communicate clinical staff instructions to patients.
• Applied skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• Operated computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
• Scheduled medical appointments in a clinical setting.
• Worked independently in the accomplishment of a wide variety of duties performing patient support work.
• Communicated effectively and professionally in person, electronically, and /or by telephone, with internal and external customers.

(a) 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.

(b) 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.

(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

(d) Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician…