Advanced Medical Support Assistant

Veterans Health Administration • Castle Point, NY

11d

About The Position

The Advanced Medical Support Assistant (MSA) provides specialized administrative patient support in an interdisciplinary coordinated care delivery model, independently performing duties related to healthcare services in inpatient or outpatient settings. The role advises clinical staff on administrative processes and supports 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 utilization, review schedules, and make adjustments to support clinic needs. The role also maintains communication with patients, clinical teams, VA medical centers, and other agencies; processes secure messages through MyHealtheVet; and participates in huddles and team meetings to plan, resolve problems, and follow up on patient care.

This is an intermittent position with a Monday–Friday work schedule of 8:00 a.m. to 4:30 p.m. The full performance level is GS-6.

Requirements

• United States citizenship; non-citizens may be appointed only when qualified citizens cannot be recruited in accordance with VA policy.
• Six months of clerical, office, customer service, or other administrative experience; or one year of education above high school; or an equivalent combination of experience and education.
• One year of experience equivalent to the GS-5 grade level for the Advanced MSA GS-6 grade determination.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines while complying with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary scheduling and patient healthcare 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.
• Proficiency in spoken and written English.
• Satisfaction of background/security investigation and onboarding requirements.
• Participation in the seasonal influenza vaccination program.
• Completion of the required application documents and pre-employment identification requirements.
• Service of a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Answer phones, greet patients, relay messages, and schedule appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; and monitor appointment requests from electronic sources.
• Participate in huddles with MSAs and clinic staff to assess daily clinic needs.
• Interview patients for appointments, refer patients to other medical specialty clinics, provide information to resolve complaints, and interact with internal and 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) system.
• Obtain medical information from patients and coordinate information and actions related to patient care and services.
• Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals, and determine appointment type based on patient eligibility status.
• Use advanced patient systems in support of multiple clinics within an interdisciplinary coordinated care model.
• Review clinic appointment availability and utilization with the patient care team, monitor schedules, and adjust them as needed.
• Maintain effective communication with patients, interdisciplinary care teams, VA medical centers, and other agencies.
• Process incoming patient secure messages through MyHealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, 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.
• Assist the team as needed in reinforcing the plan of care and self-help solutions.
• Enter appropriate information into the electronic record and monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Evaluate patient information and clinic schedules to determine whether an immediate appointment is required, and inform team members about shared patients.
• Manage consults, recall reminders, and Return to Clinic orders for the assigned team.
• Perform other duties as assigned.

Benefits

• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Possible credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting.
• Federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed