Advanced Medical Support Assistant

Veterans Health Administration • Fresno, CA

7d • Onsite

About The Position

The Advanced Medical Support Assistant (Advanced MSA) provides specialized administrative patient support in an interdisciplinary coordinated care delivery model. The role uses administrative judgment and a wide range of clinical flow processes to support access to care across multiple clinics, specialties, and care-in-the-community resources.

The Advanced MSA coordinates with patient care teams to monitor clinic appointment availability and schedules, adjusting them as needed to support clinic and patient needs. The position also maintains communication with patients, interdisciplinary teams, VA medical centers, and other agencies, including supporting transitions from inpatient to outpatient care, communicating with non-VA medical facilities, notifying patients of normal laboratory results, and coordinating follow-up care.

Additional work includes processing patient secure messages through My HealtheVet, participating in team huddles and meetings, setting priorities and deadlines, identifying incomplete encounters, reinforcing care plans and self-help solutions, entering information into electronic records, checking pre-appointment requirements, validating patient-system information, determining whether patients need immediate appointments, and informing team members about shared patients. Higher-level duties must involve significant scope, independence, complexity, and variety and be performed at least 25% of the time. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., or as determined by the supervisor. This is not a virtual position.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate, unless qualifying under the applicable grandfathering provision.
• One year of creditable experience equivalent to GS-05, including patient service, appointment scheduling, interpreting and verifying provider orders, appointment and consult management, monitoring appointment requests, participating in clinic huddles, verifying patient demographics and insurance, coordinating transfers, and determining appointment types based on eligibility.
• Advanced knowledge of technical health care processes relating to access to care, including scheduling across coordinated care or community care models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Complete the required application steps, questionnaire, and online assessment.
• Meet background and security investigation requirements and complete online onboarding and required pre-employment identification checks.
• Register with Selective Service if applicable to males born after December 31, 1959.
• Participate in the VA seasonal influenza vaccination program.
• Serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.

Nice To Haves

• Experience scheduling for specialty services and multiple complex clinics.

Responsibilities

• Recommend changes to clinic procedures based on current administrative guidelines.
• Use advanced patient systems to support multiple clinics in an interdisciplinary coordinated care delivery model.
• Coordinate with patient care teams to review appointment availability and monitor and adjust clinic schedules.
• Communicate with patients, care teams, VA medical centers, and other agencies, including assisting with inpatient-to-outpatient discharge communications.
• Communicate with non-VA medical facilities and prepare correspondence notifying patients of normal laboratory results.
• Manage follow-up systems for consults, tests, and other patient care needs.
• Process incoming patient secure messages through My HealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to plan, problem-solve, and follow up on patient care.
• Set priorities and deadlines and adjust work sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing care plans and self-help solutions.
• Enter appropriate information into electronic records.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Verify and validate patient-system information and resolve issues.
• Evaluate patient information and clinic schedules to determine whether patients require immediate appointments.
• Inform team members about shared patients receiving care at multiple VA centers or in the community.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package available to the employee and family, subject to position eligibility.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED