Medical Support Assistant (Advanced)

Major duties include but are not limited to:

• Responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection.
• Promotes Veteran registration for and utilization of My HealtheVet (MHV) an online personal health record for Veterans.
• Responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments.
• Responsible for printing the medication reconciliation list per providers request routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information.
• Schedules appointment with patient input to reduce no shows. Continually works with the providers and nursing staff to change appointments when clinically indicated carefully following medical center and VHA directives regarding this process.
• Responsible for processing first party requests and ensuring forms are complete and accurate.
• Scans and indexes materials accordingly into CPRS VistA Imaging on a timely basis and within established guidelines and makes the proper disposition of documents.
• A high degree of customer service i.e. tact poise and diplomacy must be used in dealing with Veterans who may have multiple health problems and may be frustrated with the diagnostic process.
• Captures insurance and demographic information on all Veterans explaining VAs role in insurance reimbursement.
• Receives telephone calls and visitors to the VA (i.e. patients families and friends of patients) regarding such things as the availability of and procedures for obtaining medical assistance directions and information for contacting various departments services and requests for changes in scheduled appointments.
• Responsible for calling patients and/or sending letters to remind them of clinic appointments to help minimize the no-show rate.
• Schedules surgical procedures and pre-op tests as necessary coordinating with patient wishes consultant or surgeons schedules.

• 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.

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. No experience required.
• Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial- level Board or Department of Education.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019 Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019 Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

• 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.

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
• Responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection.
• Schedules appointment with patient input to reduce no shows. Continually works with the providers and nursing staff to change appointments when clinically indicated carefully following medical center and VHA directives regarding this process.