Medical Support Assistant (Advanced)

Veterans Health Administration • Tucson, AZ

21d • Onsite

About The Position

The Southern Arizona VA Healthcare System is seeking an Advanced Medical Support Assistant in the Community Care service line. The position provides specialized administrative support and coordinates appointments for Veterans across multiple clinics, working collaboratively with interdisciplinary care teams to support timely access to healthcare.

The Advanced Medical Support Assistant uses patient-care systems and electronic medical records to schedule appointments, interpret provider orders under VHA scheduling guidelines, manage consults and electronic orders, verify patient information, and communicate with patients and care team members. The role also supports clinic operations through reports, team huddles, follow-up activities, and coordination with VA and community-care providers. This is a full-time, non-virtual position with a Monday–Friday schedule from 7:30 a.m. to 4:00 p.m.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-5 grade level.
• 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 while following established processes, policies, and regulations.
• Ability to communicate tactfully and effectively electronically, by 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 technical healthcare processes related to access to care, including interdisciplinary scheduling, community care models, and patient portals.
• Advanced knowledge of policies and procedures affecting interdisciplinary care delivery, patient flow, and administrative support functions such as appointment cycles, referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Practical knowledge of computerized data entry, information-processing systems, and software related to patient care.
• Ability to complete the required application steps, including the online assessment; tentatively selected applicants must undergo required screening and onboarding procedures.
• Ability to meet the position’s physical requirements, including moderate lifting of 15–44 pounds, light carrying under 15 pounds, reaching above the shoulder, finger use, and walking up to one hour.

Nice To Haves

• Current VHA employees in this occupation who meet the criteria may qualify under the Grandfathering Provision.

Responsibilities

• Maintain appointment schedules and schedule appointments, special studies, and laboratory services in accordance with national, facility, and service policies.
• Interpret provider orders in accordance with VHA national scheduling guidelines and communicate with patients to obtain information and identify their needs.
• Serve as an initial point of contact for scheduling, tracking, reviewing, and responding to electronic orders, consults, and other electronic medical record items.
• Verify and update patient demographics and insurance information, and manage patient systems to validate accuracy and resolve issues.
• Screen and receive phone calls and visitors courteously, determine the nature of requests, and provide appropriate information while following privacy rules and established processes.
• Process incoming secure messages through My HealtheVet, handle administrative requests such as appointment scheduling, and route other messages to appropriate care team members.
• Monitor messages and follow-up items for timely completion and to prevent delinquencies or escalations.
• Prepare paperwork, manage electronic faxes, and ensure timely return to HIMMS for scanning; request records as needed by the PACT team.
• Manage PACT team reports and provide them at huddles, including PACT Huddle Reports and Open Encounters.
• Participate in team huddles and meetings to share information, plan work, solve problems, set priorities, and follow up on patient care.
• Review clinic appointment availability and schedules, determine whether patients need immediate appointments, and adjust schedules as needed to support clinic needs.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures; identify incomplete encounters and communicate findings to providers as needed.
• Coordinate communication about shared patients receiving care at multiple VA centers or in the community, and support follow-up care and transitions between inpatient and outpatient settings.
• Provide customer service and front-line resolution of patient concerns, and encourage the use of new processes.
• Use software to run reports and queries and use the electronic medical record to research patient needs and enter appropriate information.

Benefits

• Federal employee benefits package; eligibility depends on position type and other factors.
• Selected applicants may request credit for prior federal employment or military service toward annual leave accrual; approval is not guaranteed.

What This Job Offers

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