Medical Support Assistant (Advanced) - Specialty Care

Veterans Health Administration•New Orleans, LA

1d•Onsite

About The Position

The Medical Support Assistant (Advanced) works in Specialty Care within the Medical Administration Service of the Southeast Louisiana Veterans Health Care System in New Orleans, Louisiana. The position supports receipt, intake, and indexing of health and administrative information in specialty sections including Medicine, Mental Health, Surgery, and Physical Medicine and Rehabilitation. The Advanced MSA provides specialized administrative patient support as part of an interdisciplinary coordinated care delivery model, using administrative judgment and clinical-flow processes to support access to care across clinics, specialties, and community-care resources. The role coordinates clinic utilization and schedules, monitors clinic setup, and adjusts work flow to meet team and patient needs. It maintains communication with patients, care teams, VA medical centers, and other agencies; manages follow-up tracking for consults and tests; participates in team huddles and meetings; enters information in electronic records; checks pre-appointment requirements; manages the electronic wait list; and informs providers about patients receiving care across multiple VA locations or in the community. The position is typically scheduled Monday through Friday, 7:30 a.m. to 4:00 p.m.; the schedule may change based on facility needs. Telework is unavailable, and this is not a virtual position. Work is performed in an office or clinic setting. Physical activity may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual TB screening or testing may be required. The work involves handling several tasks at once, sometimes in stressful situations.

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 creditable experience equivalent to the GS-05 level for the GS-06 position.
Advanced knowledge of technical health care processes related to access to care, including interdisciplinary scheduling and patient portals.
Advanced knowledge of policies and procedures affecting patient flow and administrative 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 support patient care.
Ability to independently set priorities and organize work to meet deadlines while following 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.
Must complete required application steps and an online assessment.
Must register with Selective Service if applicable to males born after December 31, 1959.
Subject to background and security investigation; must complete online onboarding and pre-employment requirements.
Must pass a pre-employment physical evaluation and participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.
Resume must describe relevant duties demonstrating the required KSAs and include hours per week for experience credit.

Responsibilities

Coordinate with the patient care team to review clinic utilization using reports and adjust clinic setup as needed.
Develop and maintain effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies to support patient care.
Manage tracking for follow-up care, including consults and tests.
Participate in team huddles and meetings to manage and plan patient care.
Adjust work flow and task sequencing to meet team and patient needs.
Enter appropriate information into the electronic record.
Monitor pre-appointment requirements, such as X-rays and lab work, to ensure readiness for visits or procedures.
Manage the electronic wait list by verifying and validating accuracy and resolving issues.
Inform providers about shared patients receiving care at multiple VA locations or in the community.
Perform specialized administrative patient support in an interdisciplinary coordinated care delivery model.
Recommend changes to clinic procedures based on current administrative guidelines.