Medical Support Assistant (Advanced)

Veterans Health Administration • Knoxville, TN

4d

About The Position

The Advanced Level Medical Support Assistant (MSA) collaborates with members of the healthcare team to provide an interdisciplinary approach to care. The role also coordinates with VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. The incumbent handles the receipt, intake, and indexing of health and administrative information and works in an interdisciplinary coordinated care delivery model, such as a patient-aligned care team or specialty care setting.

The role supports clinic operations and patient care by monitoring clinic utilization and setup, coordinating with patients and care teams, managing appointment and wait-list processes, and ensuring pre-appointment requirements are met. The position is at the GS-06 full-performance level. Work is generally sedentary, with possible walking, standing, bending, and carrying light items. The environment may be stressful during peak clinic hours or high-volume clinic days.

The position offers multiple schedule options, including Monday–Friday schedules, a four-day schedule once a provider is in place, and a flexible weekday schedule with possible Saturdays. Coverage may occasionally require other weekday hours. Telework is available; the position is not virtual. Work schedules are discussed during the interview process.

Requirements

• U.S. citizenship is required, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-5 grade level, such as scheduling, canceling, or rescheduling appointments or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in clinic huddles; monitoring inpatient and outpatient appointments; verifying and updating patient demographics and insurance information; coordinating transfers; or determining appointment types based on eligibility.
• Advanced knowledge of healthcare processes and access-to-care operations, including interdisciplinary care delivery and care in the community models and patient health care 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 support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines while following 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.
• Must complete the application and questionnaire, online assessment, and other required application steps.
• Subject to background and security investigation and required to complete online onboarding.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, during which continued employment is evaluated.
• Physical ability to operate a computer terminal and manage multiple activities; work may involve walking, standing, bending, and carrying light items.

Responsibilities

• Coordinate with the patient care team to review clinic utilization using reports such as the Clinic Utilization Statistical Summary.
• Monitor clinic setup and make adjustments as needed to support clinic requirements.
• Communicate and coordinate with patients, interdisciplinary teams, management, VA medical centers, and other agencies.
• Participate in team huddles and meetings to manage and plan patient care.
• Set priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs.
• Reinforce the plan of care and self-help solutions with the team, and enter appropriate information into the electronic record.
• Monitor pre-appointment requirements to ensure readiness for visits and procedures, such as X-rays and lab work.
• Manage the electronic wait list, verify its accuracy, and resolve issues.
• Participate in problem-solving about operational issues or procedures and complete administrative follow-up actions.
• Follow up independently on team huddles, sharing information and collaborating with the medical team to support continuity of care.
• Review patient information and clinic schedule lists to determine whether patients are vested.
• Inform providers about shared patients receiving care at multiple VA facilities or in the community.

Benefits

• 37–50 days of annual paid time off per year, including annual leave, sick leave, and paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a child care subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension and 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.
• Competitive salary and regular salary increases; a higher step rate may be considered based on qualifications or VA needs.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED