Medical Support Assistant (Advanced)

Veterans Health Administration • Montrose, NY

6d • Onsite

About The Position

The Medical Support Assistant (Advanced) performs administrative patient-support duties in Health Administration Service at VA Hudson Valley HCS. Working collaboratively within an interdisciplinary coordinated-care model, the incumbent supports healthcare delivery in inpatient or outpatient settings, advises clinical staff on administrative processes, and helps ensure clinic operations and appointment schedules meet patient and clinic needs. The role requires effective communication with patients and caregivers, clinical teams, VA medical centers, and outside agencies.

The position manages appointments and consults, including scheduling, cancellations, rescheduling, no-show documentation, appointment requests from multiple electronic sources, and scheduling in accordance with VHA national guidelines. The incumbent monitors inpatient and outpatient appointments; updates patient demographic and insurance information; reviews electronic health and administrative records; verifies third-party insurance; and uses advanced patient systems across multiple clinics. Duties also include coordinating emergency and non-emergency transfers, managing secure messages and follow-up care, identifying incomplete encounters, preparing patient correspondence, and resolving patient concerns.

The Medical Support Assistant participates in team huddles and meetings, collaborates on patient-care planning and problem solving, monitors clinic availability and utilization, adjusts work priorities to meet deadlines, and helps ensure patients are prepared for appointments and procedures. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma or transcript, GED certificate, state or territorial proficiency certificate, or post-high-school education.
• One year of creditable experience equivalent to the next lower grade, including relevant administrative patient-support experience in a medical inpatient or outpatient setting.
• Experience scheduling and rescheduling patients, interviewing patients, referring them to specialty clinics, resolving complaints, reviewing and documenting medical and administrative records, obtaining medical information, coordinating patient-care information and services, and scheduling under VHA national guidelines.
• Advanced knowledge of healthcare processes related to access to care, including interdisciplinary coordinated-care 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.
• 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 established processes, policies, and regulations.
• Ability to communicate tactfully and effectively electronically, by phone, in person, and in writing with internal and external customers; may include preparing reports, presenting data, and resolving patient concerns.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must complete the required online onboarding and application documentation and participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.
• Selective Service registration is required for males born after December 31, 1959.

Responsibilities

• Provide specialized administrative patient support in an interdisciplinary coordinated-care delivery model.
• Independently perform administrative duties related to healthcare services in inpatient or outpatient settings and advise clinical staff on current administrative processes.
• Answer phones, greet patients, relay messages, schedule appointments, and interpret and verify provider orders in accordance with VHA national scheduling guidelines.
• Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; monitor appointment requests from multiple electronic sources; interview patients; and refer patients to specialty clinics.
• Monitor inpatient and outpatient appointments and update patient demographic and insurance information at check-in.
• Review and document medical and administrative records, obtain medical information from patients, verify third-party insurance, and update information in the Insurance Capture Buffer system.
• Coordinate information and administrative actions related to patient care, including emergency and non-emergency transfers to VA facilities or private hospitals and determining appointment type based on patient eligibility.
• Monitor clinic appointment availability and utilization, adjust schedules as needed, and participate in huddles with MSAs and clinic staff to determine daily clinic needs.
• Communicate with patients, caregivers, interdisciplinary care teams, VA medical centers, non-VA facilities, and other agencies, including supporting inpatient-to-outpatient discharge communications and notifying patients of normal lab results.
• Process incoming patient secure messages through MyHealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to plan, manage, problem-solve, and follow up on patient care.
• Set priorities and deadlines and adjust work flow and 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 information into electronic records and monitor pre-appointment information and requirements to ensure readiness for visits or procedures.
• Manage patient systems to verify and validate accuracy and resolve issues; evaluate patient information and clinic schedules to identify patients requiring immediate appointments.
• Inform team members about shared patients receiving care at multiple VA centers or in the community.
• 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, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Federal health, vision, dental, term-life, and long-term-care insurance; many federal insurance programs can be carried into retirement.
• Competitive salary and regular salary increases.

What This Job Offers

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