Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional 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 care in the community resources. Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.

Duties at this level include, but are not limited to:

• Operates within the various contact modalities to receive and respond to high demand of incoming and outgoing contacts in a call center setting using computerized interfaces and telecommunications hardware and software.
• 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 care in the community resources.
• Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities.
• Schedules appointments, interprets, and verifies provider orders in accordance with VHA national scheduling guidelines.
• Utilizes numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model.
• Develops and/or maintains effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers.
• Provides information and resolution to Veterans' requests within scope, uses administrative judgment to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
• Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.

Work Schedule: Monday - Friday from 8am - 4:30pm EST

Compressed/Flexible: Not Available

Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: 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.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 40925F

Permanent Change of Station (PCS): Not Authorized