Medical Support Assistant (Advanced)

Major duties include but are not limited to:

• Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
• Use of a wide range of clinical flow processes relating to access to care across multiple clinics specialties and/or care in the community resources.
• Recommend changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• Coordinate with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored.
• Develop and/or maintain effective and efficient communication with the patient interdisciplinary coordinated care delivery model teams VA medical centers and other agencies.
• Prepare correspondence to notify patients of normal lab results.
• Manage a system for follow-up care such as consults tests etc.
• Process incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.
• Participate in team huddles and team meetings to manage plan problem solve and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
• Setting priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers; as needed.
• Assist the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record.
• Monitor pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Receive and route all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments.
• Ensure that the patients are electronically checked in for their appointments.
• Responsible for printing the medication reconciliation program routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information.
• Responsible for updating all pertinent information using the Pre-Registration Menu in VistA.
• Provides guidance directions and instructions to Veterans in relation to their appointments schedules appointment with patient input to reduce no shows.

Conditions of employment

• You must be a U.S. Citizen to apply for this 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 ( Effective May 7 2025 drivers licenses or state-issued dentification 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.

Qualifications

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.
• Experience and Education.
  • Experience. Six months experience of clerical office customer service or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
  • Education. One year above high school; OR
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• Certification. None required.
• Foreign Education. To be creditable education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs..
• Physical Requirements. See VA Directive and Handbook 5019.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.j.

• 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 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.
• 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.

• 6 months to 1year or more of creditable experience using VISTA CPRS VISTA GUI and/or other VHA electronic health record.
• 1 year or more of administrative experience - health care settings preferred
• Knowledge of HIPPA Release of Information and other applicable laws and regulations
• Possess a high degree of customer service poise and diplomacy. Possess caring and compassionate behavior and be observant when interacting with Veterans family members and employees or peers. Must be respectful and have knowledge of a High Reliability Organization and be able to demonstrate this experience.
• Have a high degree of customer service poise and diplomacy. Have a caring compassionate and be observant when interacting with Veterans family members and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience.
• Work independently in the accomplishment of a wide variety of duties performing patient support work.
• Experience in medical terminology.