Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant: Rewards of a Allied Health Professional

Duties to include but not limited to:

• Provides specialized and expert administrative patient support while working collaboratively 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 to effectively support the needs of the clinics and adjusts as necessary
• 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
• Set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs
• Work collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT Specialty Clinics Compensation & Pension (C&P) Community Care) and performs clerical duties customer service and other duties as assigned for the proper and timely treatment of patients
• Clerical duties: maintains appointment schedules for Community Care communicates with Community Care providers to ensure they accept VA patients and payments prepares any required pre-appointment documents schedules the appropriate level of care and documents the schedule in the appropriate consult
• Prepare correspondence to notify patients of normal lab results and manage a system for follow-up care such as consults tests etc

• 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.
• 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. The work is sedentary. Some work may require movement between offices hospitals warehouses and similar areas for meetings and to conduct work. Work may also require walking/standing in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
• 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 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.

• 1 year of experience performing advanced administrative support in a clinical environment. Includes scheduling coordinating appointments across multiple clinics or specialties managing patient flow and ensuring appointment readiness.
• 1 year of experience communicating and collaborating with interdisciplinary clinical teams. Such as physicians nurses social workers pharmacists case managers and other allied health staff to support patient care coordination.
• 1 year of experience providing customer service in a healthcare setting. Handling face-to-face and telephonic interactions with veterans and families; resolving concerns; managing difficult angry or dissatisfied patients; and maintaining professionalism under stressful conditions.
• 1 year of experience updating and verifying demographic and insurance information. Including explaining insurance collection requirements and contributing to revenue cycle activities by identifying third-party insurance coverage.
• Proficiency using healthcare electronic systems entering validating retrieving and resolving issues.