Medical Support Assistant (Advanced)

About the role

The Advanced Medical Support Assistant position is assigned to a Patient-Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model. The PACT team is a primary care team that generally consists of a primary care provider (MD, NP, PA), registered nurse care manager, clinical associate (LPN or medical assistant/health technician), and administrative associate (MA/MSA/health technician).

Responsibilities

• Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments
• Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities)
• Facilitate/process secure messaging with the patient and team; notify patients of normal lab results
• Develop and manage a tracking system for follow up care such as consults, tests, etc.)
• Participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs
• Work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work)
• Managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions
• Participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care
• Evaluating patient information and clinic schedule lists to determine whether patient is vested
• Educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider

Requirements

• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Must be able to demonstrate all of the Knowledge, Skills and Abilities (KSAs) listed in the Qualifications section.

Qualifications

• Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the KSAs associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting].
• One year of experience equivalent to the GS-5 grade level that equips the candidate with the KSAs associated with the responsibilities of the position.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients;
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports;
• Ability to schedule medical appointments in a clinical setting;
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work;
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers

Pay

Competitive salary and regular salary increases.

Schedule

Monday thru Friday, 7:30 am- 4:00 pm

Benefits

• Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Application Process

Complete all application requirements detailed in the "Required Documents" section of this announcement.