Medical Support Assistant (Advanced)-HBU

Veterans Health Administration • Richmond, VA

11d • Onsite

About The Position

The Advanced Medical Support Assistant (MSA) serves as an advisor and expert to HAS Section Chiefs and supports management information components of health eligibility programs. The position reviews, verifies, and analyzes data for consistency with financial and program objectives and compliance with VA directives. Responsibilities include management analysis, training, and organizational development.

The MSA supports enrollment and supervisory staff with administrative processes, health-benefits eligibility determinations, and patient-benefit questions. The incumbent screens and processes Veterans, non-Veterans, and beneficiaries seeking medical treatment; evaluates registration completeness; explains eligibility and benefits; and determines entitlement to care based on information provided. New Veterans must be registered within five days of application receipt. New-patient management includes verifying demographic information, assisting with patient vesting, scheduling appointments, collecting insurance information, and completing monitoring and reporting within established time frames.

The position also ensures accurate, timely, and consistent database entry and helps develop monitors for measuring data input. It requires knowledge of a range of eligibility programs and special registries. Appointment scheduling must follow VHA timeliness policies, including completing scheduling requests originating from fully processed VA Form 10-10EZs within five calendar days. The work schedule is 3:30 p.m. to midnight, with rotating weekends and holidays. Telework and virtual work are not available.

Requirements

• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• Six months of clerical, office, or other relevant experience, or one year of education above high school, or a combination of experience and education for the basic requirements.
• One year of experience equivalent to GS-5 for the Advanced MSA, GS-6 grade determination.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to accomplish team goals and support patient care.
• 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 and presenting reports and resolving patient concerns.
• Advanced knowledge of technical health-care processes, including scheduling across interdisciplinary care models and patient health-care portals as they relate to access to care.
• Advanced knowledge of policies and procedures for interdisciplinary care and care-in-the-community operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must meet applicable background and security investigation requirements and complete online onboarding.
• Must participate in the seasonal influenza vaccination program and the VA COVID-19 vaccination program.
• May be required to serve a probationary period.

Responsibilities

• Ensure accurate, timely, and consistent information is entered into the appropriate database.
• Provide vision for developing monitors to measure data input.
• Review, verify, and analyze data for consistency with financial and program objectives and adherence to VA directives.
• Support the Enrollment Coordinator and Supervisory MSA with administrative processes, health-benefits eligibility determinations, and health-benefits package matters.
• Screen, process, and assist Veterans, non-Veterans, and beneficiaries seeking medical treatment benefits.
• Evaluate new patients to determine whether facility registration is complete.
• Explain eligibility and medical benefits to patients and determine entitlement to care based on information provided.
• Register new Veterans in the system within five days of receipt of their applications.
• Manage new-patient records, including updating and verifying demographic information, assisting with patient vesting, scheduling appointments, and collecting insurance information.
• Complete appropriate monitoring and reporting within established time frames.
• Schedule appointments timely and accurately in accordance with VHA policy, including completing scheduling requests from fully processed VA Form 10-10EZs within five calendar days.
• Coordinate across clinics and care teams to monitor clinic appointment availability and adjust schedules as necessary.
• Communicate with patients, care teams, VA medical centers, and other agencies; support discharge communications, non-VA facility communications, patient correspondence, and follow-up care systems.
• Perform management analysis, training, and organizational-development responsibilities.

Benefits

• The announcement describes a comprehensive federal employee benefits package for employees and their families; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

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