Medical Support Assistant (Advanced)

Veterans Health Administration • Branson, MO

8d • Onsite

About The Position

The Advanced Medical Support Assistant works in the Health Administration Service at the Veterans Health Care System of the Ozarks. The position is physically located at the Branson, Missouri Community Based Outpatient Clinic. The role provides specialized and expert administrative patient support as part of an interdisciplinary coordinated care delivery model, supporting access to care across clinics and coordinating with patients, clinicians, VA medical centers, and other agencies.

The Advanced MSA uses advanced patient systems and administrative judgment to manage clinic flow, appointment availability, patient communications, and follow-up care. The position is GS-06, with a full performance level of GS-06. Work is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m., subject to change based on service needs. Telework is available, but this is not a virtual position.

Work is performed in an office or clinic setting with minimal risks and normal safety precautions. The work area is adequately lighted, heated, and ventilated. The role can involve handling several tasks at once in sometimes stressful situations. Physical activities may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual TB screening or testing may be required as conditions of employment.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or a proficiency certificate from a state or territorial education authority.
• Proficiency in spoken and written English.
• For GS-06 qualification, one year of experience equivalent to the GS-05 grade level.
• Advanced knowledge of technical health care processes relating to access to care, including scheduling across interdisciplinary care delivery or community care models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative patient 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 accomplish team goals and ensure patient care needs are met.
• 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 reports, presenting data, and resolving patient concerns.
• Resume must describe relevant duties demonstrating the required knowledge, skills, and abilities and include hours per week for work experience credit.
• Must complete a background/security investigation and the required online onboarding process.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment after the trial period.
• Physical requirements may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing.

Responsibilities

• Process incoming patient secure messages through HealtheVet and coordinate with the care team.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care by sharing information and collaborating with the interdisciplinary team.
• Set priorities and deadlines, and adjust workflow and sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers.
• Assist the team in reinforcing the plan of care and self-help solutions.
• Enter appropriate information into the electronic record.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether a patient requires an immediate appointment.
• Inform team members about shared patients, including patients receiving care at multiple VA centers or in the community.
• Schedule, cancel, and reschedule appointments in accordance with VHA Scheduling Directive and the Standard Operating Procedures Document for Appointment Management.
• Use the Electronic Waiting List accurately and in a timely manner.
• Notify the supervisor when clinic access is less than desirable or a patient cannot be scheduled within mandated clinic timeframes.
• Review consults, active and pending text orders, encounter reports, Electronic Wait List, Recall list, and Audiocare communications daily for accuracy and disposition.
• Initiate patient appointments through VSE or CPRS scheduling menus, including scheduling lab, x-ray, and EKG tests with other clinical services as needed for physician clinics.
• Block clinics when physicians are on leave or attending scheduled meetings or training to prevent patient cancellations.
• Coordinate with the patient care team to review clinic appointment availability and monitor schedules, making adjustments as necessary.
• Maintain effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies, including supporting inpatient-to-outpatient discharge communications, communicating with non-VA facilities, preparing correspondence about normal lab results, and managing follow-up for consults and tests.
• Recommend changes to existing clinic procedures based on current administrative guidelines.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Possible credit toward annual leave accrual based on prior work or military service experience.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family-income and other eligibility limits.
• Traditional federal pension with five-year vesting and federal 401(k) with up to 5% in contributions by VA.
• 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