Medical Support Assistant (Advanced)

Quick Facts

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

• Focus: Specialized administrative patient support in an interdisciplinary care delivery model

Description

The Advanced Medical Support Assistant provides expert administrative patient support while working within an interdisciplinary coordinated care delivery model. The role uses specialized administrative judgment and clinical flow processes to support access to care across multiple clinics, specialties, and community resources. Key work includes scheduling, verifying provider orders, managing patient flow, and processing secure patient messaging.

Responsibilities

• Answer phones, greet patients, and relay messages to appropriate staff

• Schedule, cancel, and reschedule appointments and/or consults; interpret and verify provider orders per VHA scheduling guidelines

• Enter no-show information and monitor appointment requests from electronic sources

• Verify and update demographics and insurance information at check-in

• Coordinate emergency and non-emergency transfers to other VA facilities/private hospitals; determine appointment type based on eligibility status

• Recommend changes to clinic procedures based on current administrative guidelines

• Coordinate with care teams to review clinic appointment availability/utilization and adjust schedules as needed

• Maintain effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies

• Process secure messaging via MyHealthyVet and coordinate with the care team

• Participate in huddles/meetings; manage priorities, deadlines, and work sequencing

• Identify incomplete encounters and communicate findings to providers

• Enter appropriate information into the electronic record; monitor pre-appointment requirements

• Manage patient systems to verify/validate accuracy and resolve issues; determine need for immediate appointments

• Inform team members about shared patients and evaluate clinic schedule lists

Requirements

• U.S. citizenship

• Complete all required application steps and an online assessment

• Proficiency in written and spoken English

• Subject to background/security investigation

• Selectively Service registration required for males born after 12/31/1959

• Complete online onboarding and pre-employment requirements (including acceptable identification)

• Participate in the seasonal influenza vaccination program

• High school diploma (or equivalent)

• GS-6: one year of creditable experience equivalent to the next lower grade

• Advanced knowledge of technical healthcare processes and policies affecting patient flow/access to care

• Advanced knowledge of medical terminology

• Ability to collaborate with a wide range of medical clinicians across disciplines

• Ability to independently prioritize and organize work to meet deadlines while following processes and regulations

• Ability to communicate tactfully and effectively by phone, in person, electronically, and in writing

Benefits

• Paid Time Off: 37–50 days annual paid time off per year (annual leave, sick leave, and paid federal holidays)

• Parental Leave: up to 12 weeks paid parental leave after 12 months of employment

• Retirement: federal pension (5 years vesting) and federal 401K with up to 5% VA contributions

• Insurance: federal health/vision/dental/term life/long-term care coverage

• Telework: not available

• Not virtual position