Medical Support Assistant (Advanced)

Total Rewards: Total Rewards of a Allied Health Professional

Duties include but not limited to:

• Schedules appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); includes cancels re-schedules and no show patient appointments and/or consults.
• Tracks and manages of consults (active/pending) Recall List (Delinquent) Return to Clinic Order Query from ISS (Integrated Scheduling Solutions) CTM (Consult Tracking Manager) VISTA (Vista R-3) for accurate dispositioning daily.
• Ensures appropriate patient actions are taken within ISS (Integrated Scheduling Solutions) (scheduling check-in check-out and no-shows) and in CPRS (clearing/reviewing alerts and signing off on notes entered) daily.
• Extracts medical information from electronic records when requested by Providers Social Workers Nurses and Supervisors for patient education purposes only while maintaining HIPPA standards.
• Timely receives and directs patients and visitors in person and by telephone (ACD) answering routine inquiries and making appropriate referrals of questions concerning patients care.
• Verifies and updates patient demographics to include capturing of insurance data via ICB Web.
• Ensures patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare VeText ISS CTM etc.).
• Monitors and maintains the delinquent recall insurance capture buffer exception list and proper use of Vet Link for clinics assigned.
• Coordinates patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel Staff.
• Provides information on medical center policies and procedures.
• Notifies Supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Provides feedback to providers when additional information or scheduling is required.
• Educates veterans on wait time versus community care wait times.
• Makes first (phone) second (letter) and third (Mental Health) contact with veteran.
• Responsible for same day actions of all consult management for the facility to include running DST (Decision Support Tool) through the accurate use of the consult toolbox.

• 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/examination.
• 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: In accordance with 38 U.S.C. 7402(d) no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.
• Education: High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.

1. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines ensuring compliance with established processes policies and regulations.
6. 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.