Advanced MSA

Veterans Health Administration•Madison, WI

2d•Onsite

About The Position

This position serves as an Advanced Medical Support Assistant in the Scheduling Support Section within the Chief of Staff Office at the Madison VA Hospital, supporting Primary Care, Mental Health, and Radiology. The role provides specialized and expert administrative patient support in collaboration with an interdisciplinary coordinated care delivery team. The work includes managing patient communications and scheduling-related information, supporting clinic workflows, and helping ensure patients are ready for visits and procedures. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. Applicants must meet the GS-6 qualification requirements, including one year of experience equivalent to the GS-5 level and the listed knowledge, skills, and abilities. A high school diploma or equivalent is required. U.S. citizenship and proficiency in spoken and written English are required. Federal employees and certain former employees must also meet applicable time-in-grade requirements. Employment is subject to background/security investigation, seasonal influenza vaccination requirements, onboarding requirements, and a one- or two-year trial period.

Requirements

U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under applicable law.
Proficiency in spoken and written English.
High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial education authority.
One year of experience equivalent to the GS-5 level, including experience with patient appointments and consults, no-show information, appointment requests from multiple electronic sources, clinic huddles, inpatient and outpatient appointments, and demographic and insurance verification.
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 established processes, policies, and regulations.
Ability to communicate tactfully and effectively by electronic means, phone, in person, and in writing with internal and external customers, including resolving patient concerns and preparing or presenting reports and data.
Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care 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.
Current or former federal employees subject to time-in-grade rules must have 52 weeks at GS-5 for a GS-6 position and provide the required documentation.
Must complete the application and questionnaire, online assessment, onboarding, and applicable pre-employment requirements; must be subject to a background/security investigation and participate in the seasonal influenza vaccination program.
Selected applicants must serve a one- or two-year trial period.

Responsibilities

Process incoming patient secure messages through MyHealthyVet.
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 sequencing 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; monitor appointment requests from multiple electronic sources; participate in determining daily clinic needs; monitor inpatient and outpatient appointments; and verify and update demographic and insurance information at check-in, as described in the GS-6 qualification criteria.