Medical Support Assistant (Advanced)

Veterans Health Administration • Shreveport, LA

13d • Onsite

About The Position

The Advanced Medical Support Assistant (MSA) is assigned to a Patient Aligned Care Team (PACT) model or a specialty-care setting involved in a PACT model. The PACT team generally includes a primary care provider, registered nurse care manager, clinical associate, and administrative associate. The Advanced MSA coordinates with the patient care team to review clinic utilization reports, monitor clinic setup, and make adjustments to support clinic needs. The role also involves maintaining effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies to support continuity of care and follow-up.

The position is scheduled from 4:00 p.m. to 12:30 a.m. Thursday through Monday, with Tuesday and Wednesday off. The schedule may change based on facility needs. Work is performed in an office or clinic setting and may involve handling several tasks at once in stressful situations. This is not a virtual position; ad-hoc telework is indicated. The position is permanent, full-time federal employment. The full performance level is GS-06.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• One year of creditable experience equivalent to the next lower grade for the GS-06 Advanced Medical Support Assistant grade.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated scheduling and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care and community-care operations affecting patient flow and administrative 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.
• Must pass a pre-employment physical evaluation and any required background or security investigation.
• Applicants tentatively selected for VA employment in a testing-designated position are subject to urinalysis for illegal drug use before appointment.
• Must meet applicable Selective Service registration requirements for males born after December 31, 1959.
• Must complete the online onboarding process and provide acceptable identification for employment verification.
• Must participate in the seasonal influenza vaccination program.
• Must complete all application requirements specified in the announcement.
• Must serve a one- or two-year trial period, subject to written certification for continued employment at its conclusion.

Nice To Haves

• Computer literacy.
• Customer service experience.

Responsibilities

• Coordinate with the patient care team to review clinic utilization using reports such as the Clinic Utilization Statistical Summary.
• Monitor clinic setup and make necessary adjustments to effectively support clinic needs.
• Communicate with patients, interdisciplinary teams, VA medical centers, and other agencies, including supporting inpatient-to-outpatient discharge communications and communications with non-VA medical facilities.
• Facilitate and process secure messaging between patients and the care team, notify patients of normal lab results, and develop and manage follow-up tracking for consults, tests, and other care.
• Participate in team huddles and meetings to manage and plan patient care.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Work with the team to reinforce the plan of care and self-help solutions and enter appropriate information into the electronic record.
• Monitor pre-appointment requirements to ensure readiness for patient visits or procedures, such as required X-rays or laboratory work.
• Manage the electronic wait list, verify and validate its accuracy, and resolve issues.
• Provide input and participate in problem-solving operational issues or procedures during team meetings, and complete administrative follow-up actions.
• Follow up independently on team huddles by sharing information and collaborating with the medical team to ensure continuity of care.
• Evaluate patient information and clinic schedule lists to determine whether patients are vested.
• Educate providers about shared patients who receive care at multiple VA facilities or in the community, and bring relevant information to providers' attention.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on higher or unique qualifications or VA needs.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Eligible employees may receive credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment for the birth, adoption, or foster-care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension, with five-year vesting, and a 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 can be carried into retirement.

What This Job Offers

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