Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (GS-6)

• Work schedule: 0730–1600, Monday–Friday

• Setting: VA and DoD outpatient/acute care scheduling and patient support across designated clinic call centers and community care sites

Description

The incumbent provides advanced administrative and customer-service support to ensure timely appointment scheduling and coordinated care delivery for VA and DoD patients. The role uses window-based applications and medical record/revenue-cycle systems to manage scheduling, verify patient identity, update demographics/insurance, and coordinate communication with clinicians, patients, and other agencies. The position also supports patient safety and may print and provide visit documents (e.g., After Visit Summaries) when authorized.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults; manage appointment requests from multiple electronic sources

• Print the Patient Tracker appointment list for scheduled patients and verify/clear Revenue Cycle workload queues (e.g., displaced, cancel/no-show, past due arrivals, referrals, future requests)

• Validate patient identity using two identifiers (date of birth, first and last name) and optionally the Veteran Health Identification Card; update demographics each interaction

• Correlate VA and DoD patient records in the Electronic Health Record; verify/update demographics and insurance tied to Joint Legacy and DoD Genesis on each visit

• Answer phones, greet patients, relay messages, and coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals

• Communicate effectively with patients, interdisciplinary teams, VA medical centers, and other agencies; facilitate/process secure messaging orally and in writing

• Print After Visit Summaries after provider sign-off (when accessible); send After Visit Summaries, Medication Profiles, and Lab Results by mail only upon clinical staff request

• Provide wristbands and instruct patients to verify the accuracy of last/first name, MRN, and date of birth

Requirements

• U.S. citizenship

• Proficient in written and spoken English

• Subject to background/security investigation

• Selective Service registration for males born after 12/31/1959

• Complete required onboarding and pre-employment steps; pass pre-employment physical evaluation

• Seasonal influenza vaccination required

• Basic education/experience: high school diploma/GED/proficiency certificate and/or no experience; and at least one year of directly related MSA experience equivalent to GS-5, demonstrating current MSA responsibilities

• Demonstrate required knowledge, skills, and abilities (communication, prioritization, advanced scheduling/access-to-care knowledge, medical terminology)

Benefits

• Comprehensive federal benefits package for employees and eligible family members (eligibility depends on position type)

• Traditional federal pension (5 years vesting) and federal 401(k) with up to 5% contributions

• Federal health, vision, dental, term life, and long-term care insurance options