Medical Support Assistant (Advanced)

Medical Support Assistant

Advanced Medical Support Assistants interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the Northern Arizona VA Health Care System Hiring Managers.

Duties include but are not limited to:

• Performs duties related to receipt, intake, indexing, and coordination of health and administrative information for Community Care referrals.
• Coordinates consult review, scheduling, and documentation required for Community Care services.
• Interfaces with clinical and administrative staff, community providers, contract vendors, and third-party administrators to coordinate Veteran Community Care.
• Maintains effective communication with Veterans, VA Medical Centers, community providers, and interdisciplinary team members.
• Coordinates receipt and return of outside medical records through CPRS/VistA imaging systems.
• Ensures Community Care consults are processed, completed, and closed when treatment and documentation are received.
• Assists with coordination of hospital notifications and emergent Community Care treatment.
• Provides Veterans instructions regarding appointments, procedures, preparation, and specialty care requirements.
• Serves as liaison between VA staff, community providers, and Veterans to ensure continuity of care.
• Ensures appropriate authorizations are processed for Community Care services, including outpatient and inpatient programs.
• Uses automated systems (Vista, FBCS, CPRS, imaging systems) to arrange appointments, document care coordination, and track referrals.
• Exercises interpretive skills to apply policies, directives, technical manuals, and federal regulations related to Community Care.
• Assists in developing proposals to improve workload distribution, efficiency, productivity, and effectiveness of Community Care operations.
• Coordinates interdisciplinary care delivery and maintains communication across multiple clinical disciplines.
• Provides training to VA staff and community healthcare staff regarding Community Care and TriWest program processes.
• Independently manages priorities, adjusts workflow sequencing, and meets deadlines with minimal supervision.
• Responds to Veteran inquiries, complaints, and payment issues, including interaction with difficult or distressed individuals.
• Maintains knowledge of evolving Community Care programs, policies, and procedures.
• Ensures compliance with privacy regulations, security requirements, and patient safety standards.
• Performs customer service functions including answering calls, providing information, and resolving concerns in a courteous and timely manner.
• Participates in team meetings and collaborative care planning activities impacting Community Care services.
• Performs administrative support functions for physicians, nurses, social workers, pharmacists, and interdisciplinary healthcare teams.
• Protects sensitive patient information in accordance with the Privacy Act and applicable federal regulations.
• Performs other related duties as assigned to support Community Care program operations.

Work Schedule: Monday through Friday, 8:00am to 4:00pm (Tour may be subject to change based on needs of the facility).

Relocation/Recruitment Incentives: Not Authorized

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)