Medical Support Assistant (Advanced)

Medical Support Assistant (Advanced)

The Medical Support Assistant (Advanced) works independently, exercising sound judgment in resolving administrative issues that influence patient care delivery. Duties include reception, daily patient processing, knowledge to support any modality within the medical center to include Primary Care, Mental Health, Diagnostic Service, Pain Management and Rehabilitation, Surgical and Medical Service. The position requires excellent communication skills, effective problem solving, and the ability to support continuous clinic operations, including staggered shifts or weekend clinics when needed. The AMSA reports directly to the Supervisory Medical Support Assistant, Medical Administration Service (MAS) at the Martinsburg VA Medical Center. Duties may include but are not limited to:

• Serves as a primary administrative support resource for outpatient clinics, independently managing complex scheduling and access activities in accordance with VHA and local policies.
• Performs receptionist duties, both face-to-face and telephonically, including ACD/call room scheduling coverage, providing courteous, timely, and Veteran-centered customer service while safeguarding privacy and confidentiality.
• Screens and receives incoming calls, determines the nature of requests, and provides accurate information or resolution using established clinic processes and privacy regulations.
• Using VHA approved scheduling and appointment applications, coordinates, schedules, reschedules, and cancels appointments using advanced access principles; adjusts appointment times, dates, or locations to support contingency plans related to staffing shortages or provider availability.
• Shifts patients to alternate providers or clinics as needed to ensure continuity of care and compliance with mandated access standards.
• Manages and performs daily reviews of active and pending consults, ICBWeb, VA Online Scheduling (VAOS), Open Slot Management (OSM) Audiocare communications to ensure accuracy, proper disposition, and timely follow-up as well as end-of-day review of no-show and/or patient cancellation reports and disposition accordingly.
• Collects, verifies, and updates Veteran demographic, verifies eligibility, and insurance information to support accurate billing, reporting, and revenue cycle activities.
• Notifies supervisors or clinic leadership when clinic access is suboptimal or when Veterans cannot be scheduled within required timeframes. Participates in daily team huddles and weekly team meetings focused on patient care planning and management, except when clinic coverage requirements necessitate absence.
• Coordinates administrative services for Veterans, family members, caregivers, the general public, and interdisciplinary staff to ensure continuity of inpatient and outpatient care.
• Ensures receipt, processing, and integration of medical and administrative records into the Computerized Patient Record System (CPRS), including initiating scanning when required.
• Interprets and applies a complex body of laws, regulations, directives, and policies governing VA health care benefits and administrative operations.
• Develops and maintains effective working relationships with clinical and administrative staff to establish priorities and support direct patient care.
• Assists with workload distribution among Clinical Support Section employees in accordance with established workflows or job specialization to ensure timely completion of work.
• Provides guidance, direction, and oversight of Clinical Support Section employees in the absence of the supervisor.
• Participates in performance improvement, access management, and quality assurance initiatives to enhance clinic operations and Veteran satisfaction.

Work Schedule: Monday-Friday 8:00 am to 4:30pm

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 613-26733-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not authorized

Physical Requirements: Work is partially sedentary, with frequent walking, standing, bending. Carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.