Medical Support Assistant (Advanced)-Primary Care

About the role

The Medical Support Assistant (Advanced) provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.

Qualifications

Basic Requirements: U.S. citizenship (non‑citizens may be appointed when qualified citizens cannot be recruited per 38 U.S.C. 7407(a)); high school diploma, GED equivalency, or proficiency certificate from a state/territorial board of education; no licensure/certification required; physical requirements per VA Directive and Handbook 5019; proficiency in spoken and written English per 38 U.S.C. 7403(f); may qualify under the Grandfathering Provision for current VHA employees meeting the criteria.

Required Experience: One year of experience equivalent to the GS‑5 grade level that provides:

• Advanced knowledge of medical terminology to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Skill in customer service to identify concerns and refer to appropriate staff for satisfactory resolution.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient identifying information (PII) in electronic health records, scheduling systems, and/or reports.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently performing a wide variety of patient‑support duties.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers.

Knowledge, Skills and Abilities (KSAs): Candidates must demonstrate:

• Advanced knowledge of the technical health‑care process, including scheduling across interdisciplinary coordinated care delivery and/or community models and patient health‑care portals, as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or community operational activities affecting patient flow and administrative support functions (appointment cycles, outside referrals, follow‑up care, overbooking, provider availability, etc.).
• Advanced knowledge of medical terminology due to the technical language used by clinicians.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (physicians, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, nursing staff) to accomplish team goals and ensure patient care is 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—electronically, by phone, in person, and in writing—with internal and external customers, including preparing reports in various formats, presenting data to organizational levels, and resolving patient concerns.

Reference: For more information on this qualification standard, see VA Qualification Standards.

Responsibilities

Major duties include, but are not limited to:

• Expertise in utilizing numerous advanced patient systems in support of multiple clinics within an interdisciplinary coordinated care delivery model.
• Coordinate with the patient care team to review clinic appointment availability (utilization) to ensure schedules are closely monitored and adjusted as needed.
• Develop and/or maintain effective and efficient communication with patients, interdisciplinary care teams, VA medical centers, and other agencies (e.g., assist with inpatient‑to‑outpatient discharge communications, correspond with non‑VA medical facilities, prepare correspondence to notify patients of normal lab results, manage a system for follow‑up care such as consults and tests).
• Process incoming patient secure messaging through MyHealthyVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem‑solve, and follow up on patient care by sharing information and collaborating with the interdisciplinary team.
• Set priorities and deadlines, adjust workflow sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers.
• Assist the team in reinforcing the plan of care and self‑help solutions.
• Enter appropriate information into the electronic record.
• Monitor pre‑appointment information and/or requirements to assure readiness for patient visit/procedure.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether a patient requires an immediate appointment.
• Inform team members about shared patients (those receiving care at multiple VA centers or in the community).

Schedule

Monday‑Friday, 8:00 am – 4:30 pm.

Pay

Competitive salary with regular salary increases.

Benefits

• Paid Time Off: 37‑50 days of annual paid time off per year (13‑26 days annual leave, 13 days sick leave, 11 paid Federal holidays).
• Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with birth, adoption, or foster‑care placement.
• Child Care Subsidy: After 60 days of employment, full‑time employees with total family income below $144,000 may be eligible for a subsidy up to 25% of eligible childcare costs, with a monthly maximum of $416.66.
• Retirement: Traditional federal pension (5‑year vesting) and federal 401(k) with up to 5% matching contributions by VA.
• Insurance: Federal health, vision, dental, term life, and long‑term care (many federal insurance programs are portable into retirement).
• Telework: Not available.
• Recruitment Incentive (Sign‑on Bonus): Not authorized.
• Permanent Change of Station (Relocation Assistance): Not authorized.