Medical Support Assistant (Advanced)

Veterans Health Administration • Lexington, KY

5d • Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant in the Outpatient Clinic Unit of Ambulatory Care & Processing Section of Health Administration Service and works at a two-divisional teaching hospital affiliated with the University of Kentucky Medical Center at the U.S. Department of Veterans Affairs Medical Center. He/she will normally work at one of the locations for the two divisions (Cooper Drive or Leestown Road) but is required to work at the other location as necessary. Duties include but not limited to: Works collaboratively in an interdisciplinary coordinated care delivery environment (i.e., patient aligned care team, or other specialty care. Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary). Ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies. Collect, scans, and updates health insurance information, promote Veteran registration and utilization of My HealthyVet (MHV). Train other MSAs on correct clinic operations and serve as a preceptor to developmental level MSAs. Schedule appointments; notifies his/her supervisor when clinic area access is less than desirable or if an individual patient cannot be scheduled within mandated timeframes. Daily review of active/pending Consults, Encounters, Electronic Wait List, Recall list and MHV secure messaging communications for accuracy and disposition. Report backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or Employee plans Organizes work independently and handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• 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 form(s) of identification will be required to complete pre-employment requirements ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• One year of experience equivalent to the GS-5 grade level.
• Advanced knowledge of the technical health care process (including, but not limited to, 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 to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• 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. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.

Nice To Haves

• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Responsibilities

• Works collaboratively in an interdisciplinary coordinated care delivery environment (i.e., patient aligned care team, or other specialty care.
• Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary).
• Ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
• Develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies.
• Collect, scans, and updates health insurance information, promote Veteran registration and utilization of My HealthyVet (MHV).
• Train other MSAs on correct clinic operations and serve as a preceptor to developmental level MSAs.
• Schedule appointments; notifies his/her supervisor when clinic area access is less than desirable or if an individual patient cannot be scheduled within mandated timeframes.
• Daily review of active/pending Consults, Encounters, Electronic Wait List, Recall list and MHV secure messaging communications for accuracy and disposition.
• Report backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or Employee plans
• Organizes work independently and handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
• Contact the hiring agency for more information on the specific benefits offered.

What This Job Offers

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