Medical Support Assistant (Advanced)

Veterans Health Administration • Bonham, TX

2d • Onsite

About The Position

The Advanced Medical Support Assistant (MSA) performs a variety of administrative and clerical duties related to scheduling appointments, consult management, order verification, open slot management, and encounter processing. They are responsible for updating insurance information, verifying eligibility status, and managing patient demographics. The role involves contacting patients via phone to support veterans' treatment in Physical Medicine and Rehabilitation (PM&R) therapy programs. This position operates within a collaborative, interdisciplinary coordinated care delivery model, requiring specialized administrative judgment and flexible application of clinical flow processes across multiple clinics and care settings. The Advanced MSA recommends procedural changes based on administrative guidelines and utilizes various advanced patient systems. They coordinate with the patient care team to monitor and adjust clinic schedules to meet patient needs, and maintain effective communication with patients, care teams, VA medical centers, and other agencies. Additional duties include processing secure messages, participating in team meetings, setting priorities, identifying incomplete encounters, reinforcing care plans, entering data into electronic records, monitoring pre-appointment requirements, and managing patient systems for accuracy. They also perform receptionist duties, customer service, and manage appointment schedules, assisting with contingency plans for clinic access by adjusting appointments as needed. A caring, compassionate, and sensitive demeanor is essential when interacting with veterans and their families.

Requirements

• Must be a U.S. Citizen.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable forms of identification will be required to complete pre-employment requirements.
• Must pass pre-employment physical evaluation.
• Participation in the seasonal influenza vaccination program is a requirement.
• Complete all application requirements detailed in the "Required Documents" section.
• Must serve a 1 or 2-year trial period.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of experience equivalent to the GS-5 grade level.
• Advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals, as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions (e.g., appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability).
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers.

Nice To Haves

• ISS
• VISTA/CPRS
• Consults/RTC/ICB
• Pre-Registration
• Community Care
• Medical Terminology
• Customer Service

Responsibilities

• Performs administrative and clerical duties associated with scheduling appointments and consult management.
• Timely verification of orders, open slot management, and encounters.
• Updates insurance, verifies eligibility status, and manages patient demographics.
• Contacts patients by calling and answering telephone calls in support of veterans' treatment in PM&R therapy programs.
• Provides specialized and expert administrative patient support within an interdisciplinary coordinated care delivery model.
• Utilizes numerous advanced patient systems in support of multiple clinics.
• Coordinates with the patient care team to review clinic appointment availability and utilization, making adjustments as necessary.
• Develops and/or maintains effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Processes incoming patient secure messaging through My HealtheVet and coordinates with the care team.
• Participates in team huddles and meetings to manage, plan, problem-solve, and follow-up with patient care.
• Sets priorities and deadlines, adjusting workflow to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers.
• Assists the team to reinforce the plan of care and self-help solutions.
• Enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedule lists to determine if an immediate appointment is required.
• Informs team members about shared patients.
• Performs receptionist duties, customer service, and scheduling.
• Assists with clinic access contingency plans by adjusting appointment times, location, or dates, and shifting patients as needed.
• Screens and receives phone calls, determines the nature of requests, and provides information using privacy rules and established processes.
• Explains procedures to veterans and their family members in a caring, compassionate, and sensitive manner.

Benefits

• Competitive salary and regular salary increases
• 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
• Up to 12 weeks of paid parental leave after 12 months of employment
• Childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66 (for full-time employees with a total family income below $144,000 after 60 days of employment)
• Traditional federal pension (5 years vesting)
• Federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care insurance
• Comprehensive benefits package as a federal employee

What This Job Offers

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