Advanced Medical Support Assistant

The incumbent works at the VA Palo Alto Health Care System (VAPAHCS) at the Palo Alto Division. This position is organizationally aligned under Surgical Service, and is expected to work closely with all members of the assigned surgical specialty team(s) and will receive program direction and guidance from the service and leadership., including the Surgical Service Business Manager, Surgical Service Administrative Officer, and/or the Section Chief or designee.

Major duties include:

• Coordinate labs and clinic schedules at Palo Alto, Livermore, and Monterey with the surgeons, nursing staff, technicians, clerks and schedulers.

• Work with various providers to ensure that the necessary studies are completed before clinic appointment.

• Serve as the first line of communication to the patients, family members, clinical and support staff on many varied issues.

• Manage complaints that are received when possible or refer to the appropriate individual.

• Manage inventory tracking forms for all equipment and staff assignments.

• Maintain a safe and clean work environment.

• Promote and adhere to the principles and processes of system redesign by making suggestions based on knowledge of clinic operations.

• Notify the other team members of clinic management problems that the incumbent is unable to resolve.

• Generate and review clinician daily schedules and patient encounter forms, and requests information required for clinic visits.

• Regularly run Patient Care Encounter reports to track the clinic's compliance with rules and regulations.

• Assist with research data entries and customer/patient support services.

• Participate in quality monitoring and quality improvement activities.

• Provide input on ways to solve and improve operational issues and procedures that may be occurring at the various clinic and lab locations.
• All other duties as assigned.

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

• 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.

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• 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.
• 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.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.