Medical Support Assistant- Advanced

Veterans Health Administration • Erie County, PA

3d • Onsite

About The Position

The Advanced Medical Support Assistant provides specialized administrative patient support while working collaboratively within an interdisciplinary coordinated care delivery model. The role uses specialized administrative judgment and a wide range of clinical flow processes to support access to care across the Community Care interdisciplinary team model. The position is within the Erie VA Healthcare System and associated Community-Based Outpatient Clinics (CBOCs). This open continuous announcement may be used to fill vacancies as they arise and may be used for up to 90 days after the announcement closes; applicants are referred as positions become available. The first cut point is November 17, 2026, with additional cut points every two weeks as needed.

The Advanced Medical Support Assistant supports consult processing, patient scheduling and follow-up, care coordination, records management, and communication among Veterans, VA personnel, and community providers. The position performs assignments independently with minimal supervision, prioritizes work to meet patient and team needs, and provides courteous, timely, professional service. Multiple schedules are available, with the schedule determined upon selection; evening, rotating weekend, and/or holiday work may be expected. The position is not eligible for telework or virtual work, and relocation or recruitment incentives are not authorized.

This is a GS-6 position. Applicants must meet the basic education requirement and have one year of creditable experience equivalent to the next lower grade, along with the required knowledge, skills, and abilities. The full performance level is GS-6.

Requirements

• U.S. citizenship is required, subject to the stated exception under VA policy for non-citizens when qualified citizens cannot be recruited.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade.
• Proficiency in written and spoken English.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary scheduling and/or care-in-the-community models and patient healthcare portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care and/or community care 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 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 with internal and external customers electronically, by phone, in person, and in writing; prepare reports in various formats; present data at different organizational levels; and resolve patient concerns.
• Complete the required application steps and online assessment.
• Register with Selective Service if applicable to males born after December 31, 1959.
• Subject to background and security investigation; selected applicants must complete online onboarding and provide acceptable identification.
• Pass a pre-employment physical examination and participate in the VA seasonal influenza vaccination program.
• Serve a one- or two-year trial period, during which continued employment is subject to written certification that it advances the public interest.
• Meet applicable foreign-education equivalency documentation requirements if relying on foreign education.

Responsibilities

• Collaborate with the interdisciplinary care team to monitor clinic utilization, access, workload, and consult processing.
• Maintain suspense files; identify backlogs and procedural issues; prepare required weekly, monthly, and quarterly reports; and ensure Community Care consults are processed correctly, including authorizations, Fund Control Points, obligation numbers, and cost estimates.
• Participate in team huddles and meetings; establish priorities and deadlines; adjust workflow; monitor pre-appointment requirements; enter information into the electronic health record; complete administrative follow-up; and support care coordination.
• Communicate relevant information about Veterans receiving care through multiple VA facilities or community providers.
• Screen non-VA consults for eligibility, requested specialty, duplication, and appropriateness; obtain authorizations; notify Veterans and vendors; track consults at least weekly; investigate outstanding consults; and assist MSAs with complex consult issues.
• Provide on-the-job training and guidance to new and current staff.
• Determine Veteran eligibility for Non-VA Purchased Care and review and update procedure manuals at least semiannually.
• Explain consults to Veterans; coordinate appointments with VA or community providers; obtain authorizations; maintain records; and accurately enter and update information in tracking systems, databases, and other electronic tools.
• Educate providers and team members regarding patient care through appropriate communication methods.
• Scan and route medical documentation to the electronic health record and maintain databases used to track Community Care consults and services.
• Advocate for and educate Veterans, families, providers, and facility staff about approved and authorized community, interfacility, and intrafacility care.
• Incorporate required training and education into facility operations and implement new guidance, tools, technologies, and standard operating procedures in staff workflows and work plans.
• Manage assignments of varying complexity to meet patient needs, reduce delays and unnecessary transfers, and resolve barriers to care.
• Ensure received records are routed for scanning into the electronic health record.
• Screen telephone calls, determine the nature of requests, and provide accurate information in accordance with privacy requirements and established procedures.
• Conduct quality-control reviews to ensure patient documents are linked to the correct consult and consults are accurately completed and closed.
• Set priorities and deadlines, adjust workflow to meet patient and team needs, and comply with applicable policies, procedures, and regulations.
• Provide courteous, respectful, timely, and professional service; participate in customer-service training; and refer complex or unresolved concerns to the Lead MSA or MSA Supervisor.
• Assist Veterans, beneficiaries, representatives, providers, and administrative personnel with VA treatment authorization requirements and care received at other VA or community facilities.
• Maintain communication with patients, interdisciplinary teams, VA facilities, community providers, and other agencies; coordinate transitions of care; track follow-up services such as consults and tests; and support care planning through team huddles and meetings.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; eligibility depends on position type.
• Selected applicants may qualify to receive credit for prior work or military service when determining annual leave accrual, subject to advance request and approval.

What This Job Offers

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