Medical Support Assistant (Advanced)

Veterans Health Administration•Ann Arbor, MI

6d•Onsite

About The Position

The Medical Support Assistant (Advanced) serves in Radiation Oncology and works collaboratively within an interdisciplinary coordinated care delivery model. The role supports timely scheduling and coordination of imaging studies and patient care, working with patients, radiation oncologists, technologists, referring service teams, nurses, other VA medical centers, non-VA medical facilities, and other agencies. The incumbent participates in team huddles and meetings to plan work, set priorities and deadlines, resolve problems, and follow up on patient care needs. The position handles patient communications and administrative coordination, including appointment scheduling and changes, consults, no-show documentation, appointment requests from multiple electronic sources, patient check-in details, secure messages through My HealtheVet, and electronic health record updates. The MSA monitors clinic utilization and schedules, reviews patient and appointment information for readiness and urgency, coordinates transfers, communicates incomplete encounters to providers, and helps ensure clinic operations support patient and team needs. The position is GS-06, with a full performance level of GS-06. The work schedule is Monday–Thursday, 7:30 a.m.–4:00 p.m., and Friday, 7:00 a.m.–3:30 p.m. Telework is unavailable, and the position is not virtual. The work is generally sedentary, with some walking, standing, bending, and carrying light items. Work may be stressful during peak clinic hours or periods of high clinic activity.

Requirements

U.S. citizenship is required, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under applicable law.
High school diploma, GED equivalency certificate, or state/territorial education proficiency certificate; an education transcript or diploma proof is required when relying on education for qualification.
Proficiency in spoken and written English.
One year of experience equivalent to the next lower grade level (GS-5) as a Medical Support Assistant, including healthcare-service support, phone and patient reception duties, and appointment scheduling with interpretation and verification of provider orders.
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 and presenting reports and resolving patient concerns.
Advanced knowledge of technical healthcare processes related to access to care, including scheduling across interdisciplinary coordinated care and/or community care models and patient health care portals.
Advanced knowledge of policies and procedures for interdisciplinary coordinated care and/or community care operations that affect patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Advanced knowledge of medical terminology.
Must complete the required application steps and online assessment; selected applicants must complete online onboarding and pre-employment identification requirements.
Subject to background and security investigation.
Male applicants born after December 31, 1959, must meet Selective Service registration requirements.
Participation in the VA seasonal influenza vaccination program is required for health care personnel.
Must serve a two-year trial period, subject to written certification for continued employment at its completion.
Must be able to operate a computer terminal and manage multiple activities at one time.

Nice To Haves

Radiation Oncology experience or familiarity is preferred.
Proficiency in verbal and written communication is preferred.
Ability to multitask and prioritize is preferred.

Responsibilities

Answer phones, greet patients, and relay messages to appropriate staff inside or outside the unit.
Schedule, cancel, or reschedule patient appointments and consults, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
Enter no-show information and monitor appointment requests from multiple electronic sources.
Verify and update patient demographic and insurance information at check-in.
Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals.
Determine appointment type based on patient eligibility status, such as TRICARE, sharing agreements, collateral, research patient, or VA employee status.
Coordinate with the patient care team to review clinic appointment availability and utilization, monitor clinic schedules, and make adjustments as needed.
Maintain effective communication with patients, interdisciplinary care teams, VA medical centers, and other agencies, including non-VA medical facilities.
Notify patients of appointment requirements, such as required labs or x-rays, and follow up on imaging orders and care.
Process incoming patient secure messages through My HealtheVet and coordinate with the care team as appropriate.
Participate in team huddles and meetings to plan, manage, problem-solve, and follow up on patient care.
Set priorities and deadlines and adjust the flow and sequencing of work to meet team and patient needs.
Identify incomplete encounters and communicate findings to providers as needed.
Enter appropriate information into the electronic record and monitor pre-appointment information and requirements to ensure readiness for visits or procedures.
Manage patient systems to verify and validate accuracy and resolve issues.
Evaluate patient information and clinic schedule lists to determine whether a patient needs an immediate appointment, and inform team members about shared patients.