Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (MSA)

• Schedule: Monday–Friday 8:00am–4:30pm

Description

The Advanced Medical Support Assistant coordinates with the patient care team to review clinic utilization, monitor clinic setup, and make adjustments to effectively support clinic needs. The role provides specialized administrative patient support in inpatient or outpatient settings and advises clinical staff on current administrative processes.

Responsibilities

• Answer phones, greet patients, relay messages, and schedule/cancel/reschedule appointments and consults per VHA national scheduling guidelines

• Verify and interpret provider orders; enter no-show information; monitor appointment requests from electronic sources

• Interview patients for appointments; refer patients to specialty clinics

• Review and document electronic medical records (outpatient/inpatient) and administrative records

• Verify and update demographics and third-party insurance in the Insurance Capture Buffer (ICB) system

• Obtain patient medical information and coordinate actions related to patient care and services

• Coordinate emergency and non-emergency transfers to other VA facilities or private hospitals based on eligibility status

• Use advanced patient systems supporting multiple clinics within interdisciplinary care delivery models

• Review appointment availability/utilization with the care team and adjust clinic schedules as needed

• Maintain effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies (including discharge follow-up, non-VA communications, and follow-up care tracking)

• Process secure incoming patient messaging through MyHealtheVet and coordinate with the care team

• Participate in huddles/meetings; prioritize work, manage deadlines, and adjust workflow sequencing

• Identify incomplete encounters, communicate findings to providers, enter information into the electronic record, and monitor pre-visit readiness requirements

• Verify/validate patient system data, resolve issues, and determine need for immediate appointments based on clinic schedules

• Manage consults, recall reminders, and return-to-clinic orders

• Perform other duties as assigned

Requirements

• U.S. citizenship

• Proficiency in written and spoken English

• Subject to background/security investigation

• Complete online onboarding and pre-employment requirements; provide acceptable identification for I-9

• Participation in the seasonal influenza vaccination program

• Meet qualifying education/experience criteria (6 months of clerical/administrative/customer service experience OR 1 year above high school OR an equivalent combination)

• Demonstrated abilities to collaborate and communicate across medical disciplines; prioritize and organize work to meet deadlines; communicate tactfully electronically/phone/in person and in writing; demonstrate advanced knowledge of scheduling/access-to-care and interdisciplinary care delivery policies; and demonstrate advanced knowledge of medical terminology

Benefits

A comprehensive federal employee benefits package is available; eligibility depends on the position type and whether the role is full-time, part-time, or intermittent.