Medical Support Assistant (Advanced)

Veterans Health Administration•Louisville, KY

10d•Onsite

About The Position

The Advanced Medical Support Assistant (MSA) provides clerical and administrative support to patients and staff in the Community Care Office at Robley Rex VA Medical Center. The role works collaboratively within an interdisciplinary coordinated care model and coordinates with the patient care team to review clinic utilization, monitor clinic setup, and make adjustments to support clinic needs. The work affects timely patient care through eligibility review, authorization, and ensuring care is scheduled and rendered appropriately. The position coordinates patient appointments and consults, manages electronic wait lists, monitors readiness for appointments and procedures, and helps maintain patient flow when staffing or coverage changes occur. It also supports team communication, prepares and monitors reports, helps address local administrative complaints, and oversees consult management and cleanup for facility consults. The schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday. Telework is available on an ad-hoc basis; the position is not virtual. The work is generally sedentary and involves computer use and managing multiple activities. Some walking, standing, bending, and carrying light items may be required. Work may be stressful during peak clinic hours or periods of high clinic activity.

Requirements

U.S. citizenship, with limited statutory exceptions for non-citizens when qualified citizens cannot be recruited.
High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to the GS-5 grade level.
Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary coordinated care or community care models and patient health care portals.
Advanced knowledge of policies and procedures for interdisciplinary coordinated care or community care operations that affect patient flow and administrative patient support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Advanced knowledge of medical terminology.
Ability to collaborate and communicate with a wide range of 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 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.
Registration with Selective Service is required for males born after December 31, 1959.
Subject to background and security investigation.
Must complete required onboarding and application documentation.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period.
Must be able to operate a computer terminal and manage multiple activities at once.

Responsibilities

Participate in team chats and email to manage and plan patient care.
Contribute as a team member by preparing and monitoring reports as determined.
Set priorities and deadlines, and adjust the flow and sequencing of work to meet team and patient needs.
Monitor pre-appointment requirements to ensure readiness for patient visits and procedures.
Manage the electronic wait list by verifying and validating accuracy and resolving issues.
Evaluate patient information and clinic schedule lists to determine whether patients are vested.
Assist with clinic access contingency plans by adjusting appointment times, locations, or dates, and shifting patients to other healthcare providers when staffing or coverage conflicts occur.
Manage consults, including scheduling, monitoring, and disposition of new patient consults.
Oversee consult cleanup for facility consults.
Attempt to resolve complaints of a local administrative nature and refer other complaints to a supervisor.
Coordinate and/or schedule patient appointments with other clinics or specialties.