Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (MSA), full performance level GS-6
• Schedule: 0700–1530, Thursday–Monday
• Work setup: Office-based; minimal supervision; rotated weekends and holidays as needed

Description

Serve as an Advanced Medical Support Assistant within a VHA outpatient clinic team, providing expert administrative patient support. You will coordinate patient care information and services, manage appointment scheduling, review and respond to electronic orders/consults in the electronic medical record, and support patients through professional communications and customer service.

Responsibilities

• Coordinate information and actions related to patient care and services
• Schedule outpatient appointments per VHA national directives and local SOPs
• Answer multiline phone systems and retrieve voicemails to determine next actions
• Interview patients for appointments
• Refer patients to required medical specialty clinics
• Provide patient information needed to resolve complaints
• Communicate with patients and stakeholders in person, by phone, and electronically/in writing
• Review and document electronic health records and administrative records
• Verify and update demographics and third-party insurance information
• Provide customer service and tactfully resolve conflicts
• Participate in team huddles/meetings and assist with coverage for other clinics
• Advise clinical staff on current administrative processes and support training
• Run administrative reports (e.g., consults, no-shows) and take appropriate action
• Coordinate release of information for direct patient care needs
• Coordinate emergency transfers to VA or private hospitals and determine eligibility status

Requirements

• U.S. citizenship
• Proficiency in written and spoken English
• Subject to background/security investigation
• Six months of qualifying clerical/office/customer service/administrative experience OR one year above high school OR equivalent combination
• At least 6 months of customer service experience with daily direct customer interactions
• One year of specialized experience (GS-5 equivalent) in an advanced/complex clinical administrative setting, including scheduling across multiple clinics and interdisciplinary care coordination with outside agencies
• Advanced knowledge of medical terminology
• Advanced knowledge of technical healthcare processes and coordinated care delivery policies/procedures
• Ability to communicate tactfully and effectively across channels (phone, in-person, electronically, writing)
• Ability to prioritize and organize work independently to meet deadlines with minimal supervision
• Complete required online onboarding and pre-employment steps
• Participate in the seasonal influenza vaccination program
• Selective Service registration required for eligible males

Benefits

• Comprehensive federal employee benefits package for you and your family (eligibility depends on position type)
• May qualify for service credit toward annual (vacation) leave accrual based on prior federal work or military service (if approved prior to appointment)

Education/Documentation Notes

Education may be used to meet certain qualification paths; official or unofficial transcripts and other verification may be required if education substitutes for experience.