Medical Support Assistant (Advanced)

Veterans Health Administration • Monroe, LA

3d • Onsite

About The Position

The Medical Support Assistant (Advanced) works collaboratively in an interdisciplinary coordinated care delivery model. The role coordinates with the patient care team to review clinic utilization through various reports, monitor clinic setup, and make adjustments as needed to support clinic operations and patient needs.

The position provides administrative coordination for patient care in outpatient specialty or primary care clinics and/or inpatient wards. The Medical Support Assistant advises professional staff on administrative and logistical factors affecting direct patient care, acts as a liaison among patients, team members, specialty services, and ancillary services, and serves as the team’s communication coordinator. The role supports quality health care, customer service, teamwork, and continuous improvement.

The position is in an office/clinic setting. The work environment has minimal risks and normal safety precautions, but may involve handling several tasks at once in stressful situations. Work schedule includes multiple shifts and may change based on facility needs. Telework and virtual work are not available.

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 or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade, including relevant medical support and scheduling duties.
• Advanced knowledge of technical health care processes and access to care, including scheduling across interdisciplinary care delivery and/or care in the community models 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.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently prioritize and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Completion of all application requirements, including the online assessment and required onboarding steps.
• Subject to background/security investigation and required seasonal influenza vaccination program participation.
• Must serve a one- or two-year trial period.
• May be required to wear personal protective equipment and undergo annual TB screening or testing.
• May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Enter no-show information and prepare for clinic visits.
• Monitor inpatient and outpatient appointments in assigned areas.
• Ensure action-required encounters are printed for providers twice daily to obtain appropriate workload credit.
• Verify and update patient demographics and insurance information.
• Process emergency and nonemergency transfers to other VA facilities or private hospitals.
• Perform basic eligibility, copay, and preauthorization checks for specific coverage.
• Initiate and carry out administrative duties supporting patient care in outpatient specialty clinics, primary care clinics, and/or inpatient wards.
• Coordinate administrative and logistical aspects of patient care and advise professional staff on related factors.
• Act as a liaison among patients, team members, specialty services, and ancillary services.
• Provide information and technical support about service availability, points of contact, and required authorizations and approvals.
• Coordinate team communications; refer visitors and telephone calls promptly and courteously, determine the appropriate action, and relay messages to team members.
• Assist patients and staff with information requests and refer unresolved matters to the appropriate person or service.
• Apply VA directives and hospital policies related to patient care; analyze, interpret, and implement regulations accurately and keep team members informed of applicable procedures.
• Support team initiatives and work to improve the effectiveness of primary care teams and/or specialty clinics.
• Promote quality health care, customer service, and an environment committed to serving Veterans.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Selected applicants may qualify for annual leave accrual credit based on prior work or military service.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income and other eligibility limits.
• Traditional federal pension with five-year vesting and 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 may be carried into retirement.

What This Job Offers

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