Medical Support Assistant (Advanced)

Veterans Health Administration • Joplin, MO

5d • Onsite

About The Position

The Advanced Medical Support Assistant works in the Health Administration Service of the Veterans Health Care System of the Ozarks. The position is physically located at the Joplin, Missouri Community Based Outpatient Clinic. The role provides specialized administrative and patient support in an interdisciplinary coordinated care delivery model, including PACT, specialty clinics, and Compensation and Pension clinics. The position performs clerical, customer-service, and related duties to support timely patient treatment.

The Advanced MSA coordinates patient access and clinic flow across multiple clinics and care settings. The role uses advanced patient systems, manages follow-up care, monitors appointment readiness and clinic schedules, and collaborates with patients, care teams, VA medical centers, and outside agencies. The position requires administrative judgment, effective communication, organization, and the ability to manage multiple tasks, including in stressful situations.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., subject to change based on service needs. Telework is available, but this is not a virtual position. Work is performed in an office or clinic setting with minimal risks and normal safety precautions.

Requirements

• U.S. citizenship, except where appointment of a non-citizen is permitted under applicable law.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• For the GS-06 level, one year of experience equivalent to the GS-05 grade level.
• Advanced knowledge of technical health care processes, including scheduling across interdisciplinary care and/or community care models and patient health care portals, as related to access to care.
• Advanced knowledge of policies and procedures for interdisciplinary care and/or community care operations affecting patient flow and administrative patient 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 with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Ability to complete an online assessment and all required application steps.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must participate in the seasonal influenza vaccination program and complete the required online onboarding process.
• Must serve a one- or two-year trial period.
• May be required to wear personal protective equipment and undergo annual TB screening or testing.
• Resume must describe qualifying work duties and include hours per week for work experience credit.

Nice To Haves

• Current VHA employees in this occupation may qualify under the applicable Grandfathering Provision.
• Prior work or military service experience may qualify for credit toward annual leave accrual, subject to approval.

Responsibilities

• Communicate with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Manage follow-up care systems for consults, tests, and other patient needs.
• Process incoming patient secure messages through MyHealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care.
• Share information and collaborate with the interdisciplinary team.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing care plans and self-help solutions.
• Enter appropriate information into the electronic record.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Capture correct and updated insurance information.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Review patient information and clinic schedule lists to determine whether an immediate appointment is required.
• Inform team members about shared patients who receive care at multiple VA centers or in the community.
• Schedule, reschedule, cancel, record no-shows, and add appointments using VSE software.
• Coordinate clinic appointment availability and monitor schedules to support clinic needs, making adjustments as necessary.
• Recommend changes to clinic procedures based on current administrative guidelines.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or VA special needs.
• 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.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster 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