Medical Support Assistant (Advanced)

The duties and responsibilities of the Advanced medical Support Assistant include but are not limited to the following:

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.
• Advises clinical staff on current administrative processes. Responsible for answering phones greeting patients relaying messages to appropriate staff inside or outside of the unit scheduling appointments including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Utilizes specialized administrative judgment and flexibility in the 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. Recommends changes to existing clinic procedures based on current administrative guideline.
• Assignments at this level include but are not limited to: scheduling canceling re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records as well as administrative records; verifying thirs party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.
• Monitors both inpatient and outpatient appointments in areas of responsibilities; verifying and updating demographics and insurance information when patients check-in for appointments.
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patients eligibility status.
• 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.
• Develops 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 on-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults tests etc.).
• Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.

• 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.
• Must pass pre-employment physical evaluation.
• 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:

• Basic Requirements:
• Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.g.).
• Experience and Education.
  • 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: High School Diploma; 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.