Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (MSA), full performance level GS-6
• Focus: Outpatient administrative patient support in an interdisciplinary care delivery model
• Schedule: Monday–Friday 8:00am–4:30pm (rotated weekend/holiday coverage as needed)

Description

Serve as an initial point of contact for units, outpatient clinics, and patients. Coordinate appointments, review and respond to electronic orders/consults in the electronic medical record, triage inbound calls/voicemails, refer patients to specialty clinics, and support resolution of patient concerns. Maintain and document EHR and administrative records, verify/update demographics and third-party insurance, and run administrative reports to support clinic access and flow.

Responsibilities

• Coordinate information and actions related to patient care and services
• Schedule appointments according to VHA directives and local procedures
• Answer multiline phone systems; retrieve and act on voicemails
• Interview patients for appointments and perform patient intake
• Refer patients to required specialty clinics and coordinate follow-up
• Provide information to help resolve patient complaints
• Communicate in-person, by phone, and electronically with patients and internal/external customers
• Review and document electronic health records and administrative records
• Verify/update demographics and third-party insurance information
• Participate in team huddles/meetings; assist with coverage for other clinics
• Advise clinical staff on current administrative processes; assist with training
• Run administrative reports (e.g., consults, no-shows) and take appropriate action
• Coordinate emergency transfers and determine eligibility status
• Coordinate release of information to support direct patient care needs
• Work independently with minimal supervision; handle scheduling problems and deviations

Requirements

• U.S. citizenship
• Proficient in written and spoken English
• Subject to background/security investigation; pass pre-employment physical
• Complete VA onboarding and required documentation; meet influenza vaccination requirement
• Qualifying experience (clerical/office/customer service/administrative) or education/combination as allowed
• For GS-6: demonstrate 1 year specialized experience coordinating appointments across multiple clinics and systems in an advanced/complex clinical setting; advanced medical terminology and care coordination processes (education cannot replace this specialized experience)
• Demonstrate KSAs: interdisciplinary communication; independent priority-setting and deadline management; tactful communication electronically/phone/in-person/in-writing; advanced knowledge of health care access/scheduling and interdisciplinary coordinated care policies/procedures; advanced medical terminology knowledge

Benefits

• Federal benefits package for employees and their families (eligibility depends on position type)
• Opportunity for annual leave service credit based on prior experience/military service (subject to approval)