Medical Support Assistant (Advanced)

Veterans Health Administration • Reno, NV

14d • Hybrid

About The Position

The position is an Advanced Medical Support Assistant in Health Administration Service at the VA Sierra Nevada Health Care System in Reno, Nevada. The incumbent handles the receipt, intake, and indexing of health and administrative information and uses personal computer and VistA applications. The Advanced MSA works within an interdisciplinary coordinated care delivery model, coordinating with the patient care team and reviewing clinic utilization through reports such as the Clinic Utilization Statistical Summary.

The position requires independent planning and organization of work, with general supervisory assistance, to meet local and VA-wide deadlines for analyses, reports, and special assignments. The incumbent refers non-routine and highly technical problems to a supervisor and reports backlogs, deadline difficulties, uncooperative physicians, or challenges obtaining information from clinicians or records. The role requires protecting confidential information, communicating sensitively with physicians, case managers, and allied health professionals, and making decisions independently using guidelines, precedents, and regulations. Only minimal supervision is required. Other duties may be assigned by management.

The work schedule is Monday through Friday; the tour of duty may vary according to agency needs. Ad-hoc telework is available, but this is not a virtual position. Relocation and recruitment incentives and permanent change of station are not authorized. A financial disclosure report is not required.

Requirements

• U.S. citizenship, subject to the stated exception under VA policy for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• One year of specialized experience at the next lower grade level (GS-05), or applicable eligibility under the grandfathering provision for current VHA employees in this occupation.
• Creditable experience demonstrating knowledge, skills, and abilities associated with current Medical Support Assistant responsibilities or equivalent administrative patient support in a non-VA inpatient or outpatient medical setting.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to achieve team goals and meet patient-care needs.
• Ability to independently set priorities and organize work to meet deadlines and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, phone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of healthcare processes, including scheduling across coordinated care and community care models and patient healthcare portals as they relate to access to care.
• Advanced knowledge of policies and procedures for coordinated care and 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.
• Must meet qualification requirements by the announcement closing date of 11/04/2026.
• May be required to serve a probationary period and undergo a background/security investigation.
• Selected applicants must complete online onboarding.
• Must participate in the seasonal influenza vaccination program and, subject to applicable accommodations, the COVID-19 vaccination program.
• There is no education substitution at this grade level.

Responsibilities

• Develop and maintain effective communication with patients, the interdisciplinary team, VA medical centers, and other agencies.
• Assist with communications during inpatient-to-outpatient discharge and communicate with non-VA medical facilities.
• Facilitate and process secure messaging between patients and the care team; notify patients of normal laboratory results.
• Develop and manage tracking systems for follow-up care, including consults and tests.
• Participate in team huddles and meetings to manage and plan patient care, share information, and support continuity of care.
• Schedule patient appointments and set priorities and deadlines, adjusting workflow to meet team and patient needs.
• Work with the team to reinforce care plans and self-help solutions, and enter appropriate information into the electronic record.
• Monitor pre-appointment requirements, such as X-rays and laboratory work, to ensure readiness for visits or procedures.
• Manage the electronic wait list, verify and validate its accuracy, and resolve issues.
• Provide input on operational problems and procedures during team meetings and perform administrative follow-up actions.
• Evaluate patient information and clinic schedule lists to determine whether patients are vested.
• Inform providers about shared patients receiving care at multiple VA facilities or in the community.
• Plan and organize analyses, reports, and special assignments to meet local and VA-wide time frames.
• Report backlogs, difficulties meeting deadlines, uncooperative physicians, and difficulty obtaining information from clinicians or records.
• Maintain the confidentiality of information and communicate sensitively with physicians, case managers, and other allied health professionals.
• Make decisions independently using guidelines, precedents, and regulations, with minimal supervision.
• Perform other duties as assigned by management.

Benefits

• Federal employee benefits package available to eligible employees and their families.
• Potential annual leave accrual credit based on prior work or military service, subject to request and approval and not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed