Medical Support Assistant (Advanced)

Veterans Health Administration • Fayetteville, AR

10d • Onsite

About The Position

The Advanced Medical Support Assistant works in the Health Administration Service in the Radiology Department of the Veterans Health Care System of the Ozarks in Fayetteville, Arkansas. The role provides specialized administrative patient support as part of an interdisciplinary coordinated care delivery model, including PACT, specialty clinics, and Compensation & Pension services. The position supports timely patient treatment through clerical duties, customer service, coordination with care teams, and management of patient access and follow-up processes.

The Advanced MSA communicates with patients, interdisciplinary teams, VA medical centers, and other agencies; manages follow-up care such as consults and tests; processes patient secure messages through My HealtheVet; and participates in team huddles and meetings. The role enters information into electronic records, monitors pre-appointment requirements, verifies insurance and patient information, reviews clinic schedules and patient needs, and schedules or adjusts appointments using VSE software.

The position is based in an office/clinic setting in Fayetteville, Arkansas. Telework and virtual work are not available. Work schedules are either Tuesday through Friday, 9:30 a.m. to 6:00 p.m., and Saturday, 7:00 a.m. to 3:30 p.m.; or Monday through Friday, 7:00 a.m. to 3:30 p.m. or 8:00 a.m. to 4:30 p.m. The schedule will be discussed during the interview and may change based on service needs.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens 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-05 grade level for the GS-06 Advanced MSA qualification.
• Advanced knowledge of technical health care processes related to access to care, including scheduling across coordinated-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 meet patient-care needs.
• 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 electronically, by phone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must participate in the seasonal influenza vaccination program and complete required application and onboarding steps.
• Must serve a one- or two-year trial period.
• May need to stand, lift, carry, sit, stoop, bend, pull, and push; may be required to wear personal protective equipment and undergo annual TB screening or testing.

Nice To Haves

• Current VHA employees in this occupation may qualify under the described grandfathering provision if they meet its criteria.
• Prior work experience or military service may qualify for credit toward annual leave accrual, subject to request and approval.

Responsibilities

• Communicate with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Manage follow-up care systems for consults, tests, and other patient-care needs.
• Process incoming patient secure messages through My HealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• 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 or procedures.
• Ensure accurate and current insurance information is captured.
• Manage patient systems to verify and validate information and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether patients need immediate appointments.
• Inform team members about shared patients receiving care at multiple VA centers or in the community.
• Schedule, reschedule, cancel, record no-shows, and add appointments using VSE software.
• Coordinate clinic appointment availability and monitor utilization to support clinic needs.
• Recommend changes to 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.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with 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 family-income and other eligibility limits.
• Traditional federal pension with five-year vesting and 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