Medical Support Assistant (Adv)

Veterans Health Administration • Birmingham, AL

5d • Onsite

About The Position

The Advanced Medical Support Assistant (MSA), GS-6, assists Veterans by managing outpatient appointments and performing administrative support duties that facilitate an interdisciplinary coordinated care delivery model, such as the Patient Aligned Care Team (PACT). The MSA monitors clinic setup and schedules, adjusts arrangements as needed to support clinic and Veteran needs, and maintains effective communication with patients, care teams, VA medical centers, and other agencies.

Working with the Lead MSA, the Advanced MSA helps set priorities and deadlines, provides input on operational problem-solving, and screens incoming Call Center calls to determine whether they can be handled by the agent or should be directed to other team members. The role requires practical knowledge of computerized data entry and information-processing systems, medical facility organization and services, eligibility rules, procedures, medical records management, medical terminology, protection of sensitive electronic files, process improvement, and customer service.

This is a full-time position with a Tuesday–Saturday schedule. Work hours are 7:30 a.m.–4:00 p.m. or 7:00 a.m.–3:30 p.m. Telework is unavailable, and the position is not virtual. A recruitment incentive and relocation assistance are not authorized.

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.
• At least six months of clerical, office, or other qualifying experience; or one year of education above high school; or a combination of experience and education.
• For the GS-6 Advanced MSA grade, one year of experience equivalent to the GS-5 grade level.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goals.
• Ability to independently set priorities and organize work to meet deadlines while following established 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 use of patient health-care portals as they relate to access to care.
• Advanced knowledge of patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must pass a pre-employment physical examination and a background/security investigation.
• Must participate in the seasonal influenza vaccination program and complete required onboarding and application requirements.
• Must serve a two-year trial period, subject to written certification for continued employment.

Nice To Haves

• Current VHA employees in this occupation who meet the criteria may qualify under the grandfathering provision.
• Prior federal or military service may be considered for annual-leave accrual credit, subject to request and approval.

Responsibilities

• Review clinic appointment schedules to optimize utilization and support the needs of clinics and Veterans.
• Monitor clinic setup and make necessary adjustments in collaboration with appropriate staff.
• Develop and maintain effective communication with patients, interdisciplinary care teams, VA medical centers, and other agencies.
• Work with the Lead MSA to set priorities and deadlines and provide input on operational issues and procedures.
• Screen incoming Call Center calls, handle appropriate inquiries, and route other calls to relevant team members.
• Perform computerized data entry, information processing, administrative follow-up, and related support work.
• Evaluate patient information and clinic schedule lists to determine whether a patient is vested.
• Educate providers about shared patients receiving care at multiple VA facilities or in the community.
• Coordinate with patient care teams to review appointment availability and utilization, monitor clinic schedules, and make adjustments as needed.
• Support administrative patient-care processes, including scheduling, referrals, follow-up care, overbooking, and provider availability.
• Communicate with internal and external customers and help resolve patient concerns.

Benefits

• Federal employee benefits package; eligibility and specific benefits depend on position type and agency information.
• Potential annual-leave accrual credit for prior federal work or military service, subject to approval.

What This Job Offers

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