Medical Support Assistant (Advanced) - Primary Care

Veterans Health Administration • Minneapolis, MN

1d • Onsite

About The Position

The Advanced Medical Support Assistant works in the Primary Care Medicine service line at the Minneapolis VA Health Care System. The role supports an interdisciplinary coordinated care delivery model, performs reception and customer-service functions, and maintains appointment schedules for one or more outpatient clinics. The incumbent adjusts appointment details and redirects patients to other providers as needed to address staffing or coverage conflicts, while independently organizing priorities and deadlines to meet team and patient needs.

The position reviews consults, electronic waiting lists, recall lists, and Audiocare communications; interprets and applies VA healthcare laws, regulations, directives, and policies; and may direct Clinical Support Section employees’ daily work when the supervisor is absent. The incumbent may also perform Program Support Assistant (Care Facilitator) or Medical Support Assistant duties during projects, heavy workloads, leave, vacancies, or staff details. Other responsibilities include personnel reports, rosters, supplies and forms, audits and studies, quality-assurance monitoring, administrative reports, and validating patient workload and clinical activity reporting. The MSA may assist with Veterans’ travel payment vouchers and must be able to perform varied support duties across clinical areas, including some off-campus locations or irregular tours.

The work involves coordinating with staff across multiple work areas, maintaining compliance with changing VHA directives and local policies, and processing and following up on a high volume of patient phone calls and written requests. The stated schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. Telework is not available, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to GS-5 that includes using computerized systems to enter, modify, and retrieve sensitive medical and patient-identifying information; understanding relevant medical terminology; scheduling appointments in a clinical setting; independently performing varied patient-support work; professional communication with internal and external customers; and customer service, including identifying concerns and referring them for resolution.
• 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 while complying with processes, policies, and regulations.
• Ability to communicate tactfully and effectively by phone, electronically, in person, and in writing; prepare reports in various formats, present data at different organizational levels, and resolve patient concerns.
• Advanced knowledge of healthcare technical processes related to access to care, including interdisciplinary care delivery, community care models, and patient 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.
• Must complete the application and questionnaire, required online assessment, background/security investigation, and online onboarding process.
• Must meet pre-employment identification requirements and participate in the VA seasonal influenza vaccination program.
• Must serve a 1- or 2-year trial period, as applicable.
• Must complete a pre-employment examination or evaluation as part of the hiring process.

Responsibilities

• Perform receptionist, customer-service, and other patient-support duties in an interdisciplinary coordinated care model.
• Maintain appointment schedules for one or more outpatient clinics and adjust appointment times, dates, or locations to address access or staffing conflicts.
• Independently prioritize, organize, and sequence work to meet team and patient needs and established deadlines.
• Participate in daily teamlet huddles and weekly team meetings, except when covering staff shortages.
• Review active and pending consults, electronic waiting lists, recall lists, and Audiocare communications for accuracy and disposition.
• Interpret and apply laws, regulations, directives, and policies governing VA healthcare benefits and scheduling.
• Direct the daily work of Clinical Support Section employees when the supervisor is absent.
• Perform Program Support Assistant (Care Facilitator) or Medical Support Assistant duties during projects, heavy workloads, leave, vacancies, or staff details.
• Complete personnel reports and rosters and maintain supplies and forms.
• Conduct audits, studies, or surveys and assist employees in collecting complete and appropriate data for reporting and revenue generation.
• Generate patient workload reports for validation and monitor clinical activity for accurate and consistent reporting.
• Organize and implement quality-assurance monitors and prepare administrative reports and documents for supervisors and Health Administration Service/Business Office.
• Interpret and communicate VHA Scheduling Directive requirements and complete accurate scheduling work.
• Assist with processing Veterans’ travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit, as requested.
• Coordinate work across clinical areas, including some off-campus locations or irregular tours, and process and follow up on high volumes of patient calls and written requests.
• Perform additional duties assigned by the supervisor to support efficient daily operations.

Benefits

• The occupational series may be eligible for the Student Loan Repayment Program: up to $40,000 annually and $100,000 over a lifetime, subject to eligibility and a three-year service agreement.
• Federal employee benefits package; specific benefits depend on position eligibility.
• Eligible selected applicants may request credit for prior work or military service toward annual leave accrual, subject to approval.

What This Job Offers

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