Advanced Medical Support Assistant

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. patient aligned care team emergency department which includes Rotating Shift and Possible Weekends care in the community (CITC) or other specialty care setting where the patient aligned care team model is used such as oncology HIV SCI Military Sexual Trauma etc.).

Major Duties: Duties include but are not limited to: Recommends 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. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient interdisciplinary coordinated care delivery model teams VA medical centers and other agencies (e.g. assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults tests etc.). Other assignments at this level include but are not limited to: processes incoming patient secure messaging through MyHealthy Vet and coordinates with care team as appropriate; participates 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; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e. those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level the higher-level duties must consist of significant scope administrative independence complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

FUNCTIONS:

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The incumbent must assist with clinic access contingency plans by adjusting appointment times location or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage Advanced MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area or rotate in any MSA area. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification name and full Social Security Number. The patient may also present the Veterans Health Identification Card (VHIC) for identification. The incumbent must use each interaction with the patient to validate and update patient demographic information either in person during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Explains the VAs mandate to collect insurance information to veterans their families and other eligible patients. The incumbent collects scans and updates health insurance information serving a major role in the revenue process. The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). The Advanced MSA may also be required to train other MSA levels on scheduling Insurance Capture Buffer (ICB) scanning patient movements data management call responsiveness decedent affairs and health benefits processes.

Work Schedule: Monday - Friday 8:00am to 4:30pm OR at the discretion of the selecting official
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 00000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

• 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 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.

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.

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.
• 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 3j.
• Experience and Education:
  • Experience: Six months experience of clerical office or other 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.