Advanced MSA

Veterans Health Administration•Madison, WI

2d•Onsite

About The Position

The Advanced Medical Support Assistant (MSA) works in the Scheduling Support Section within the Chief of Staff Office at the Madison VA Hospital, supporting Primary Care, Mental Health, and Radiology. The position provides specialized administrative patient support and collaborates within an interdisciplinary, coordinated-care delivery model. The role uses administrative judgment and clinical-flow knowledge to support access to care across multiple clinics and specialties. It involves managing patient communications and records, coordinating schedules and care processes, and working with clinicians and clinic staff to address patient and operational needs. The work schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday.

Requirements

U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited.
Proficiency in spoken and written English.
High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
One year of experience equivalent to the GS-5 level, including appointment and consult scheduling, no-show entry, monitoring appointment requests, participating in clinic huddles, monitoring inpatient and outpatient appointments, and verifying or updating demographics and insurance information.
Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goals and meet patient-care needs.
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 through electronic, telephone, in-person, and written channels; this may include preparing reports, presenting data, and resolving patient concerns.
Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated-care delivery, 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.
Successful completion of the required application steps and online assessment; selected applicants must complete onboarding and applicable background/security investigation requirements.
Male applicants born after December 31, 1959, must meet Selective Service registration requirements.
Participation in the VA seasonal influenza vaccination program is required for health care personnel.
Must serve a one- or two-year trial period, subject to written certification for continued employment after that period.

Responsibilities

Process incoming patient secure messages through My HealtheVet.
Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care.
Set priorities and deadlines, adjusting the flow and sequence of work to meet team and patient needs.
Identify incomplete encounters and communicate findings to providers.
Enter appropriate information into the electronic record.
Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
Manage patient systems to verify and validate accuracy and resolve issues.
Evaluate patient information and clinic schedule lists to determine whether a patient requires an immediate appointment.
Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; and monitor appointment requests from multiple electronic sources.
Monitor inpatient and outpatient appointments and verify or update patient demographic and insurance information at check-in.
Collaborate and communicate with clinicians across disciplines to support team goals and patient care.
Organize work independently to meet deadlines and comply with established processes, policies, and regulations.
Communicate with internal and external customers electronically, by phone, in person, and in writing, including addressing patient concerns.