Job Listing
Advanced Medical Support Assistant
Veterans Health Administration · Posted 64 days ago
About the Role
This position will be located in the Garner Clinic. The incumbent serves as a member of the Ambulatory Care, Durham VA Health Care System, operating in a Direct Care area (Primary Care) at duty stations throughout the Health Care System. Durham VAHCS is a complexity 1A level health care system with a main medical center and multiple outpatient care clinics
What You'll Do
- →Duties include the following below but other duties can be assigned: The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings.
- →Primary responsibilities include the coordination and scheduling of Veteran medical appointments, greeting patients, and managing phone and mail communications.
- →The incumbent collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services.
- →The Advanced Medical Support assistant may be required to serve on more than one Primary Care PACT team or in more than one specialty service line, or rotate into any scheduling area as needed.
- →The incumbent's duties entail active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran.
- →Scheduling activities must comply with established national, VISN, and local guidance, particularly VHA Directive 1230 (Outpatient Scheduling Management), and VHA Directive 1232 (Consult Management), and must stay current with any updates or changes to VHA scheduling policies and procedures.
- →As the initial point-of-contact within clinics and on the phones, the incumbent sets the tone regarding the quality of healthcare services provided at the VA.
- →Exceptional customer service and de-escalation skills are essential for effectively serving Veterans and coordinating their healthcare.
- →A high degree of care and compassion is vital to maintaining a high-quality service experience for the Veterans while adhering to the VA's ICARE values: Integrity, Commitment, Advocacy, Respect, Excellence.
- →The incumbent must have a thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services to effectively interact with Veterans and coordinate with other medical services throughout the health care system.
- →They must screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and clinic for processes.
- →The incumbent is expected to de-escalate situations involving upset, confused, or angry veterans or caregivers ut1uzing appropriate communication techniques while remaining professional and courteous.
- →The incumbent will communicate with non-VA medical facilities to ensure effective coordination of care, including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers.
- →The incumbent must be proficient in pulling reports from electronic health records and scheduling software systems to manage encounters, return to clinic orders, recall reminders, open slot management tools, and consults requiring initial or follow up scheduling actions.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job.
- ✓All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
- ✓Applicants who refuse to be tested will be denied employment with VA.
- ✓Selective Service Registration is required for males born after 12/31/1959.
- ✓Must be proficient in written and spoken English.
- ✓Subject to background/security investigation.
- ✓Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Must pass pre-employment physical examination.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- ✓Complete all application requirements detailed in the "Required Documents" section of this announcement.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
Personality Fit
Job ID: dd11b249-f161-4d29-a8cf-911b70681269
Posted via USAJobs