Advanced Medical Support Assistant

Veterans Health Administration • Columbus, OH

11d • Onsite

About The Position

The Advanced Medical Support Assistant (MSA) serves as a Consult Coordinator for Non-VA Care and provides specialized administrative patient support in an interdisciplinary coordinated care model. The position collaborates with PACT, specialty care, Non-VA Care providers, and other clinical and administrative team members to support timely access to care and continuity of treatment. The role also performs receptionist and customer-service duties and maintains appointment schedules for Non-VA Care.

The Advanced MSA coordinates care between patients, providers, VA teams, and external organizations; communicates with Non-VA providers about accepting VA patients and payments; prepares pre-appointment documents; schedules appropriate care; and documents schedules in the relevant consult. The position obtains outside medical documentation, scans it into CPRS, and alerts VA providers. It enters Community Care consults into FBCS, reviews and corrects invoices and under-obligations, and returns corrected bills through FBCS for payment.

The incumbent supports patient safety by verifying identity with two forms of identification and uses patient interactions to validate and update demographic information. The role explains VA insurance-information requirements, collects and updates insurance information, identifies patients with third-party insurance to support revenue collection, and promotes enrollment in and use of My HealtheVet. The position is onsite; telework is not available and it is not a virtual position. The full performance level and selection grade are GS-06.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the GS-5 grade level for the GS-06 Advanced MSA grade.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary scheduling, community care, and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care and community care operations, patient flow, appointment cycles, outside referrals, follow-up care, overbooking, provider availability, and administrative patient support.
• Advanced knowledge of medical terminology.
• 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 and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by telephone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Complete the required application steps and online assessment; meet background and security requirements and complete onboarding.
• 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, as assigned.
• Meet the physical requirements of mostly sedentary work with sustained concentration and occasional walking, standing, bending, carrying light objects, stooping, reaching, lifting, pulling, or other moderate exertion.

Nice To Haves

• Current VHA employees in this occupation may qualify under the stated grandfathering provision if they meet its criteria.
• Prior work experience or military service may qualify for credit toward annual leave accrual, subject to approval.

Responsibilities

• Perform receptionist, customer-service, and other administrative duties supporting timely patient treatment.
• Coordinate Non-VA Care appointments and maintain appointment schedules.
• Communicate with Non-VA Care providers to confirm they accept VA patients and payments.
• Prepare required pre-appointment documents, schedule the appropriate level of care, and document schedules in the appropriate consult.
• Obtain medical documentation from non-VA providers, scan it into the appropriate CPRS consult, and alert VA providers to support continuity of care.
• Coordinate internal and external care between patients, customers, and providers.
• Enter Community Care consults into FBCS and maintain fiscal obligations.
• Review bills and invoices returned for missing information, make corrections, and return them through FBCS for payment.
• Review under-obligations and make corrections in FBCS for current or future care.
• Verify patient identity using two forms of identification and validate or update demographic information during in-person or telephone interactions.
• Explain VA requirements for collecting insurance information; collect, scan, and update health insurance information and identify patients with third-party insurance.
• Promote veteran registration for and utilization of My HealtheVet.
• Coordinate with patient care teams to review clinic appointment availability and adjust schedules as necessary.
• Maintain communication with patients, interdisciplinary teams, VA medical centers, and other agencies, including coordination of follow-up care.
• 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, share information, 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.
• Enter appropriate information into the electronic record, monitor pre-appointment requirements, and manage patient systems to verify accuracy and resolve issues.
• Evaluate patient information and clinic schedules to determine whether an immediate appointment is needed, and inform team members about patients receiving care at multiple VA centers or in the community.

Benefits

• 37–50 days of annual paid time off per year, including annual leave, sick leave, and 11 paid Federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster-care placement.
• Eligible full-time employees may receive a child care 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.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

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