Advanced Medical Support Assistant

Summary The purpose of this position is to serve as Advanced Medical Support Assistant assigned to the Mental Health Service at the San Diego VA Healthcare System – San Diego, CA. The incumbent will be communicating with people from various backgrounds and must use professional courtesy and tactfulness when processing telephone calls and scheduling requests. Basic Requirements United States citizenship required. Non‑citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA policy. Experience: None. Education: High‑school diploma, high‑school transcript, GED equivalency, homeschooling completion, proficiency certificate from a state or territorial board, or college transcript. Licensure/Certification/Registration: None (grandfathering provision may apply). English language proficiency – must be proficient in spoken and written English as per VA Handbook 5005. Grade determination: Medical Support Assistant (Advanced) – GS‑6. One year of experience equivalent to GS‑5 required for specific tasks such as operating computerized programs and entering sensitive patient information in electronic health records. Advanced knowledge of medical terminology sufficient to communicate with clinical staff. Ability to schedule medical appointments in a clinical setting. Work independently to perform a variety of patient‑support duties. Professional communication skills via phone, electronic, and in‑person. Customer‑service skills, including the ability to identify concerns and refer to appropriate staff. Demonstrated KSAs: collaboration across clinical disciplines, setting priorities and organizing work, effective communication, report preparation, technical health‑care process knowledge, and policy knowledge regarding coordinated care delivery. Reference: VA Handbook 5005/117 – Part II, Appendix G45 (dated August 1 2019). Medical Support Assistant Qualification Standard GS‑0679. Physical Requirements Work is primarily sedentary but requires some walking, standing, and carrying light items. Light filing tasks may involve working close to the floor. Duties Access the patient’s computerized medical record system (CPRS) to review and retrieve medical information needed for imaging appointment scheduling. Communicate directly with patients to obtain required information to determine eligibility for imaging procedures. Determine pre‑appointment requirements and restrictions based on protocol. Inform patients of restrictions and instructions, including labs, fasting, and pre‑medication to prevent allergic reactions. Perform receptionist duties: check‑in of patients and registration for imaging procedures. Screen and receive phone calls and visitors in a courteous and timely manner, following privacy rules. Create and coordinate daily appointment schedules for one or more imaging outpatient clinics. Explain the VA’s mandate to collect insurance information to veterans, families, and other eligible patients. Set a positive tone for the quality of healthcare services during front‑line interactions. Manage a multi‑line phone system, schedule patients over the phone and face‑to‑face, and coordinate all related paperwork and electronic documents. Schedule appointments accurately and promptly with patient input. Maintain patient confidentiality at all times. Apply knowledge of clinic processes and services to interact with various clinics throughout the hospital. Provide medical administrative support as part of the Mental Health team to carry out day‑to‑day operations. Orient staff to basic administrative policies and outpatient scheduling procedures. Provide excellent customer service to internal and external customers, adhering to VA policies. Additional duties may be assigned to meet the needs of the Service. Work Schedule Monday–Friday, 7:30 am–4:00 pm (subject to change). Compressed or flexible schedules: not authorized. Telework/virtual: not available. #J-18808-Ljbffr