Medical Support Assistant (Advanced)

Quick Facts

• Role: Medical Support Assistant (Advanced)

• Schedule: Monday through Friday, 8:00 a.m. – 4:30 p.m.

Description

The Advanced Medical Support Assistant coordinates with the patient care team to review clinic utilization, monitor clinic setup, and make adjustments to meet clinic needs. This role provides specialized administrative patient support in an interdisciplinary care delivery model, including scheduling, verifying provider orders, managing patient flow, and supporting transitions between inpatient and outpatient care. You will also maintain accurate electronic records and process secure patient messaging.

Responsibilities

• Advise clinical staff on current administrative processes

• Answer phones, greet patients, relay messages, and schedule appointments

• Interpret and verify provider orders according to VHA national scheduling guidelines

• Schedule, cancel, and reschedule appointments/consults; enter no-show information

• Monitor appointment requests from multiple electronic sources and participate in daily clinic huddles

• Interview patients for appointments and refer patients to other medical specialty clinics

• Provide information needed to resolve patient complaints and interact with internal/external customers

• Review and document medical outpatient and inpatient electronic health records and administrative records

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

• Obtain medical information from patients and coordinate information/actions related to patient care

• Coordinate administrative functions for emergency/non-emergency transfers and determine appointment type based on eligibility

• Review clinic appointment availability/utilization and adjust schedules as necessary

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

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

• Identify incomplete encounters, communicate findings to providers, and assist with reinforcing the plan of care when needed

• Enter appropriate information into the electronic record and monitor pre-appointment requirements for visit readiness

• Manage patient systems to verify/validate accuracy and resolve issues

• Manage consults, recall reminders, and return-to-clinic orders for the assigned team

• Other duties as assigned

Requirements

• U.S. citizenship

• Selective Service Registration (for males born after 12/31/1959)

• Proficiency in written and spoken English

• Subject to background/security investigation

• Complete online onboarding and required pre-employment steps (including I-9 acceptable documents)

• Use REAL ID-compliant identification for employment (effective May 7, 2025)

• Pass pre-employment physical evaluation/examination

• Participate in the seasonal influenza vaccination program

• Complete all required documents listed in the announcement

• Serve a 1–2 year trial period; continued employment requires written certification that employment advances the public interest

Benefits

• Competitive salary with regular salary increases

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

• Potential credit toward annual leave accrual based on prior work experience or military service

• Up to 12 weeks of paid parental leave after 12 months of employment

• Child care subsidy eligibility after 60 days for qualified employees

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

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