Advanced Medical Support Assistant - Patient Aligned Care Team

VA Careers - Medical Support Assistant

Duties include but are not limited to:

• Applies VHA scheduling directives and clinic capacity policies to accurately schedule, reschedule, and coordinate appointments with patient input (in person/phone).
• Manages consults, electronic wait lists (EWL), recalls, administrative transfers, and MyHealtheVet messages; review active/pending consults daily.
• Monitor access; notify supervisor when access falls below standards or mandated timeframes cannot be met, and implement contingency plans (adjust times/locations, shift patients).
• Verifies enrollment and eligibility; explain VA's mandate to collect insurance information; collect, scan, and update insurance data to support the Medical Care Cost Recovery Program.
• Identify third-party insurance coverage; promote patient registration and use of MyHealtheVet (MHV); train others on the Insurance Capture Buffer (ICB) process as needed.
• Provides information on beneficiary travel and coordinate with Health Benefits Advisor/Member Services for eligibility and means testing.
• Safeguards confidentiality in accordance with the Privacy Act, HIPAA, FOIA, and 38 U.S.C. ?7332 (drug/alcohol, Sickle Cell, HIV records).
• Upholds VA regulations, Systems Redesign principles, Medical Center memoranda, and standard operating procedures; adhere to federal privacy standards and ethical conduct at all times.
• Maintains readiness for Joint Commission inquiries (patients' rights, emergency preparedness, information security, environment of care); identify surveyors and respond appropriately.
• Demonstrates technical competency in VistA and CPRS; train staff on core scheduling and documentation workflows.
• Utilizes imaging applications, PC Fax, and related VistA tools; ensure clinical/administrative documents are integrated into CPRS (perform/coordinate scanning).
• Enters, corrects, and retrieves data in established automated systems; compile data from prescribed sources to verify and locate information.
• Participates fully in daily teamlet huddles and weekly team meetings for care planning and management; set priorities and deadlines with minimal supervision.
• Provides administrative support across Primary Care and specialty areas to physicians, PAs, nurses, APRNs, dietitians, social workers, and administrative staff.
• Coordinates diagnostic testing and consultative appointments across services; interact effectively with VA/non-VA specialists, hospitals, and community programs.
• Serves as front-line contact; demonstrate tact, diplomacy, compassion, and sensitivity when assisting Veterans and families in person and by phone.
• Validates and updates demographics during every interaction to reduce returned mail and unsuccessful contact attempts; ensure two-identifier verification (name and SSN or VHIC).
• Screens and routes calls courteously and timely; provide information consistent with privacy rules and clinic processes.
• Supports VHA network performance measures (Revenue, Customer Service, Access to Care, Quality); complete and adhere to annual VHA training requirements.
• Applies quality assurance/performance improvement principles; conduct process checks/studies as required; contribute to Systems Redesign projects.
• Orients clinical staff to basic administrative policies/procedures for outpatient scheduling and related topics; assist in training other MSA levels.

Work Schedule: 8:00 a.m. - 4:30 p.m., Monday through Friday. Work schedule subject to change based on agency needs.

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 52880F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized