Medical Support Assistant (Advanced)

Veterans Health Administration•Chattanooga, TN

10d•Onsite

About The Position

This position serves as an Advanced Medical Support Assistant (AMSA) for the Tennessee Valley Healthcare System, assigned to a Patient Aligned Care Team (PACT) or specialty clinic. The AMSA helps Veterans navigate outpatient appointment management and provides administrative support for clinical care in an interdisciplinary coordinated care model. The team generally includes a provider, registered nurse care manager, clinical associate, and AMSA. The AMSA monitors clinic setup and coordinates adjustments with the appropriate clinic, communicates with patients and care teams, supports scheduling operations, prepares requested paperwork, and coordinates information exchange and medical records for co-managed patients. Multiple work tours are available and will be discussed during the interview. Telework is not available; this is not a virtual position. The role is generally sedentary but can involve walking, standing, bending, and carrying light items. Work may be stressful during peak clinic hours or periods of high clinic activity.

Requirements

U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited.
High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to the GS-5 grade level, including relevant duties such as appointment scheduling, monitoring appointment requests, clinic coordination, demographic and insurance updates, or related patient administrative support.
Advanced knowledge of healthcare processes and access-to-care scheduling, including interdisciplinary coordinated care and/or care-in-the-community models and patient portals.
Advanced knowledge of operational policies and procedures affecting patient flow and administrative support, including appointment cycles, referrals, follow-up care, overbooking, and provider availability.
Advanced knowledge of medical terminology.
Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
Ability to independently set priorities, organize work, meet deadlines, and comply with 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.
Submit a detailed resume documenting job titles, duties, start and end dates by month and year, and hours worked per week.
Meet background/security investigation and onboarding requirements and participate in the VA seasonal influenza vaccination program.
Serve a one- or two-year trial period, as required.
Meet the physical requirements described in VA Directive and Handbook 5019.

Nice To Haves

Previous experience as a medical support assistant.
Experience working in a call center.
Experience performing administrative healthcare functions.

Responsibilities

Monitor clinic setup and coordinate necessary adjustments with the appropriate clinic to support clinic needs.
Develop and maintain effective communication with patients, the interdisciplinary team, VA medical centers, and other agencies.
Work with the Lead/Supervisor MSA to set priorities and deadlines and provide input on operational problems or procedures.
Assist the Centralized Scheduling Unit with urgent scheduling questions and provide feedback needed for Veteran care.
Provide front-desk or other care-team coverage when needed.
Prepare paperwork requested by Veterans and/or medical providers.
Coordinate information exchange and obtain medical records for co-managed patients.
Support outpatient appointment management and administrative work connected with Veterans’ care and treatment.