Medical Support Assistant (Advanced)

Veterans Health Administration • Ardmore, OK

10h • Onsite

About The Position

Advanced Medical Support Assistants provide specialized administrative patient support within an interdisciplinary coordinated-care delivery model. Assignments may be in Primary Acute Care Teams (PACT), specialty clinics, Nursing Service, or inpatient care. The role includes managing Community Care consults and coordinating patient communications, scheduling, referral, and administrative processes. The position may also support the receptionist and communications functions for DOM or inpatient units.

This is an open continuous announcement that will remain open until September 30, 2027. Qualified applicants may be considered and referred as vacancies become available, and the announcement may close without advance notice. The position is full-time; the work schedule will be determined upon selection. It is not remote or virtual, and telework is not available. The full performance level is GS-6.

The work is predominantly clerical and is generally performed in an office setting, with others and/or alone. The position may involve typical office movements such as walking, sitting, standing, reaching, and bending, as well as light lifting and carrying of work materials weighing under 15 pounds. Aides are permitted.

Applicants must be U.S. citizens, proficient in written and spoken English, and meet the stated education and experience requirements. The position is subject to a background/security investigation, seasonal influenza vaccination requirements, and a one- or two-year trial period. Selected applicants must complete online onboarding and provide acceptable identification.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial education board or department.
• Proficiency in spoken and written English.
• One year of experience equivalent to GS-5, including relevant patient scheduling, customer interaction, record review, insurance verification, care coordination, and appointment scheduling experience.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goals and support 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 reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical health-care processes related to access to care, including interdisciplinary coordinated-care delivery, community-care models, and patient health-care portals.
• Advanced knowledge of policies and procedures for coordinated-care delivery 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.
• Subject to a background/security investigation and required onboarding procedures.
• Participation in the seasonal influenza vaccination program is required for VA health-care personnel.
• Must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.
• Must complete application requirements and provide acceptable identification for pre-employment requirements.

Responsibilities

• Review patient records and physician orders or consults, and complete basic eligibility reviews for Community Care benefits.
• Process and manage consults through their life cycle, following relevant directives, guidelines, and standard operating procedures for scheduling, authorizations, and communication with patients and providers.
• Serve as a liaison among the VA, community providers, veterans, and third-party administrators.
• Receive and respond to telephone calls, secure messages, faxes, referral-management platform communications, and other internal and external communications.
• Coordinate complex assignments with team members, team coordinators, administrative and clinical staff, and community providers.
• Establish and maintain positive relations with veterans, their families, and others, explaining hospital activities and eligibility rules and supporting quality care.
• Troubleshoot questions and concerns from providers, hospitals, veterans, health-care team members, and other stakeholders.
• Provide courteous, professional, and diplomatic customer service and communicate effectively with internal and external stakeholders.
• Act as receptionist and communications coordinator for DOM or inpatient units, handling visits, calls, and messages in accordance with privacy and release-of-information requirements.
• Process beneficiary travel claims, including ambulance bills, as needed.
• Coordinate and schedule appointments for DOM and inpatient units, including making appointments, processing Return to Clinic orders, and cancelling appointments.
• Interpret and communicate VHA scheduling directives and perform accurate scheduling; assist in training other Medical Support Assistant levels.
• Make appointments with patient input, coordinate appointments to reduce unnecessary trips where possible, and notify a supervisor when clinic access is inadequate or a patient cannot be scheduled within required timeframes.
• Review active and pending consults daily for accuracy and disposition.
• Participate in morning huddles on DOM and inpatient units when requested, receiving daily census information such as admissions, discharges, and room changes.
• Adapt to changing priorities and critical deadlines while meeting customer needs and supporting VA missions.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Selected applicants may qualify for annual-leave accrual credit based on prior work or military service, subject to approval.
• After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster-care placement of a child.
• Traditional federal pension with five-year vesting.
• Federal 401(k) with up to 5% in contributions by VA.
• Federal health, vision, dental, term life, and long-term-care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

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