Medical Support Assistant (Advanced)

Veterans Health Administration • Canandaigua, NY

10d • Onsite

About The Position

The Advanced Medical Support Assistant (MSA) provides specialized and expert administrative patient support while working collaboratively in or in support of an interdisciplinary coordinated care delivery model for the Finger Lakes Health Care System. The position independently performs a full range of duties related to healthcare service delivery in inpatient or outpatient settings and advises clinical staff on current administrative processes.

The MSA supports patient access and clinic operations by handling communications, scheduling, records, patient inquiries, and coordination with clinical teams and outside facilities. The role uses advanced patient systems across multiple clinics and applies administrative judgment to manage patient flow, appointment availability, and follow-up care in accordance with VA policies and national scheduling guidelines.

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 proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade for the GS-06 position.
• Proficiency in written and spoken English.
• Advanced knowledge of the technical healthcare process, including scheduling across interdisciplinary coordinated care delivery or care-in-the-community models and patient healthcare portals, as it relates to access to care.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care delivery or care-in-the-community operations affecting patient flow and administrative support functions, 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 accomplish team goals and ensure patient care needs are met.
• Ability to independently set priorities and organize work to meet deadlines while complying 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.
• Must pass a pre-employment physical evaluation and applicable background/security investigation.
• Must complete required application steps, including an online assessment, and required onboarding steps.
• Must participate in the seasonal influenza vaccination program.
• Male applicants born after December 31, 1959, must meet Selective Service registration requirements.
• Must serve a one- or two-year trial period, subject to the conditions described in the announcement.

Responsibilities

• Answer phones, greet patients, and relay messages to appropriate staff inside and outside the unit.
• Schedule, cancel, and reschedule patient appointments and consults; interpret and verify provider orders in accordance with VHA national scheduling guidelines.
• Enter no-show information and monitor appointment requests from multiple electronic sources.
• Participate in huddles with MSAs and clinic staff to determine daily clinic needs, plan work, solve problems, and follow up on patient care.
• Interview patients for appointments, refer patients to other medical specialty clinics, and provide information to help resolve complaints.
• Interact with internal and external customers and review and document medical outpatient and inpatient electronic health records and administrative records.
• Verify third-party insurance and update information in the Insurance Capture Buffer (ICB) system; verify and update patient demographics and insurance information at check-in.
• Obtain medical information from patients and coordinate information and actions related to patient care and services.
• Monitor inpatient and outpatient appointments and coordinate emergency and non-emergency transfers to other VA facilities or private hospitals.
• Determine appointment type based on patient eligibility status, including TRICARE, sharing agreements, collateral, research patient, or VA employee status.
• Use advanced patient systems to support multiple clinics in an interdisciplinary coordinated care delivery model.
• Coordinate with the patient care team to review clinic appointment availability and utilization, monitor schedules, and make adjustments as necessary.
• Maintain effective communication with patients, care teams, VA medical centers, and other agencies, including support for inpatient-to-outpatient discharge communications and communications with non-VA medical facilities.
• Prepare correspondence notifying patients of normal lab results and manage follow-up systems for consults, tests, and other care.
• Process incoming patient secure messages through MyHealthyVet and coordinate with the care team as appropriate.
• Set priorities and deadlines and adjust the flow and sequencing of work 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 appropriate information into electronic records and monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether a patient requires an immediate appointment.
• Inform team members about shared patients receiving care at multiple VA centers or in the community.

Benefits

• Federal employee benefits package available to eligible employees and their families.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

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