Medical Support Assistant (Advanced)

Veterans Health Administration • Alexandria, LA

3d • Onsite

About The Position

The Medical Support Assistant (Advanced) works collaboratively in an interdisciplinary coordinated care delivery model. The role coordinates with patient care teams to review clinic utilization and monitor clinic setup, making adjustments as needed to support clinic requirements. The position provides administrative coordination for patient care in outpatient specialty clinics, primary care clinics, and/or inpatient wards, advising professional staff on administrative and logistical factors related to direct patient care.

The Medical Support Assistant serves as a liaison among patients, team members, specialty services, and ancillary services, and acts as the team's communication coordinator. The role provides information and technical support about available services, contacts, authorizations, and approvals; routes visitors and calls courteously; relays messages; and refers unresolved inquiries to the appropriate person or service. The employee applies VA directives and hospital policies, including regulations related to eligibility, tests, and procedures, and keeps team members informed of relevant requirements and changes.

This is a permanent federal position with multiple shifts, subject to change based on facility needs. The position is not virtual, and telework is not available. Work is performed in an office or clinic setting. The full performance level is GS-6.

Requirements

• U.S. citizenship, except that non-citizens may be appointed when qualified citizens cannot be recruited in accordance with VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state- or territory-issued proficiency certificate.
• One year of creditable experience equivalent to the next lower grade.
• Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary care delivery and/or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary care delivery and/or care-in-the-community operations 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 support team goals and patient care.
• 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.
• Successful completion of required application steps, including an online assessment.
• Subject to background and security investigation.
• Must complete the online onboarding process and provide acceptable identification for pre-employment requirements.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Enter no-show information and prepare for clinic visits.
• Monitor inpatient and outpatient appointments for assigned areas.
• Ensure action-required encounters are printed for providers twice daily to obtain appropriate workload credit.
• Verify and update patient demographics and insurance information.
• Process emergency and nonemergency transfers to other VA facilities or private hospitals.
• Perform basic eligibility, copay, and preauthorization checks for specific coverage.
• Coordinate administrative functions supporting patient care in outpatient specialty clinics, primary care clinics, and/or inpatient wards.
• Advise professional staff on administrative and logistical factors associated with direct patient care.
• Act as a liaison among patients, team members, specialty services, and ancillary services.
• Provide information and technical support about service availability, points of contact, authorizations, and approvals.
• Coordinate team communications; promptly and courteously route visitors and telephone calls, determine the appropriate action, and relay messages to team members.
• Assist patients and staff with information requests and refer issues that cannot be resolved to the appropriate person or service.
• Apply VA directives and hospital policies accurately, including regulations concerning care eligibility and the availability and requesting of tests and procedures.
• Keep team members informed about applicable regulations and changes in policies or procedures.
• Support quality health care, customer service, teamwork, and initiatives to improve the effectiveness of primary care teams and/or specialty clinics.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Eligible employees may receive credit toward annual leave accrual based on prior work or military service experience.
• After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• After 60 days of employment, eligible full-time employees with total family income below $144,000 may qualify for a childcare subsidy of up to 25% of eligible childcare costs, subject to a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting.
• Federal 401(k) with VA contributions of up to 5%.
• 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