Advanced Medical Support Assistant

Quick Facts

Advanced Medical Support Assistant (MSA) position in an outpatient clinic setting (full performance level: GS-6).

Description

Serve as a primary point of contact for outpatient clinics and patients within a clinical team model. Schedule appointments in line with VHA directives, manage electronic orders/consults and documentation in electronic health records, and handle phone/voicemail and patient interviews. Provide excellent customer service while coordinating referrals, follow-up, and administrative reports with interdisciplinary care teams.

Responsibilities

• Coordinate information and actions related to patient care and services
• Schedule patient appointments per VHA national directives and local operating procedures
• Answer multiline phone systems and retrieve voicemails to determine next actions
• Interview patients for appointments
• Refer patients to other specialty clinics as required
• Provide information to patients to help resolve complaints
• Interact with customers in person, by phone, and via written/electronic correspondence
• Review, document, and manage medical electronic health records and administrative records
• Verify and update demographics and third-party insurance information
• Participate in team huddles and meetings
• Assist with coverage for other respective clinics
• Advise clinical staff on current administrative processes
• Assist with training to clinic-specific requirements when needed
• 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
• Work rotated weekends and holidays as needed

Requirements

• U.S. citizenship
• Proficiency in written and spoken English
• At least 6 months of customer service experience with daily direct customer interactions
• At least 1 year of specialized experience in an advanced/complex clinical setting using advanced patient care systems, including scheduling across multiple clinics and coordination across providers/clinics and outside agencies
• Advanced knowledge of medical terminology and technical health care processes/policies related to coordination of care
• Ability to complete required onboarding and background/security investigation
• Seasonal influenza vaccination requirement

Benefits

• Comprehensive federal benefits package for you and your family (eligibility depends on position type)
• Potential to receive service credit toward earning annual leave based on prior federal/military service (subject to approval)