Medical Support Assistant (Advanced)

Veterans Health Administration•Louisville, KY

3d•Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant assigned to a Patient Aligned Care Team (PACT) model or a specialty care setting involved in a PACT model. A PACT teamlet generally consists of a primary care provider (MD, NP, or PA), a registered nurse care manager, a clinical associate (LPN or medical assistant/health technician), and an administrative associate (MA/MSA/health technician). At a Community Based Outpatient Clinic (CBOC), the Advanced MSA coordinates with the patient care team to review clinic utilization, monitor clinic setup, and make adjustments as needed to support clinic needs. The role develops and maintains effective communication with patients, the interdisciplinary team, VA medical centers, and outside agencies. This includes supporting inpatient-to-outpatient discharge communications, communicating with non-VA medical facilities, facilitating secure messaging, notifying patients of normal lab results, and managing follow-up tracking for consults, tests, and other care. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. The work is generally sedentary and involves computer use and managing multiple activities, with some walking, standing, bending, and carrying light items. The work may be stressful during peak clinic hours or periods of high clinic activity.

Requirements

U.S. citizenship, except where appointment of a non-citizen is permitted under the stated statutory provision.
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.
Experience in comparable MSA work or an equivalent administrative clinical support role in a non-VA inpatient or outpatient medical setting at the next lower grade level.
Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care, care-in-the-community models, scheduling, 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 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 processes, policies, and regulations.
Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
Submit a detailed resume documenting job titles, duties, start and end dates by month and year, and hours worked per week.
Complete the required application steps and online assessment; meet background/security investigation and onboarding requirements.
Register with Selective Service if applicable to males born after December 31, 1959.
Participate in the seasonal influenza vaccination program as a condition of employment.
Serve a one- or two-year trial period, as applicable.
Meet the stated physical requirements, including operating a computer terminal and managing multiple activities; some walking, standing, bending, and carrying light items may be required.

Responsibilities

Coordinate with the patient care team to review clinic utilization using reports and monitor clinic setup, making adjustments as needed.
Develop and maintain effective communication with patients, the interdisciplinary team, VA medical centers, and other agencies.
Assist with communications during inpatient-to-outpatient discharge and communicate with non-VA medical facilities.
Facilitate and process secure messaging between patients and the care team, and notify patients of normal lab results.
Develop and manage tracking systems for follow-up care, including consults and tests.
Participate in team huddles and meetings to manage and plan patient care.
Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
Work with the team to reinforce care plans and self-help solutions and enter appropriate information into the electronic record.
Monitor pre-appointment requirements to ensure readiness for visits and procedures, such as X-rays or lab work.
Manage the electronic wait list by verifying and validating accuracy and resolving issues.
Provide input on operational problems or procedures in team meetings and complete administrative follow-up actions.
Follow up independently on team huddles, share information, and collaborate with the medical team to support continuity of care.
Evaluate patient information and clinic schedule lists to determine whether patients are vested.
Educate providers about shared patients receiving care at multiple VA locations or in the community, and bring relevant information to providers' attention.