Medical Support Assistant (Advanced)

Medical Support Assistant

The Medical Support Assistant (Advanced) duties are but not limited to the following:

• The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. The work involves specialized administrative judgement 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 contract modalities to include but limited to telephone calls, secure messaging, chat, text messaging and video. The AMSA is responsible for answering telephone calls, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model. AMSAs at this level develop and/or maintain effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; and communicates with non-VA medical facilities.
• Other assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electron sources; gathering and obtaining medical information from patients; processing medical refill requests; reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN Clinical Contact Center (CCC) staff to determine the daily needs of the VISN CCC, monitoring outpatients appointments in areas of responsibility; and verifying and updating demographics when contracted by patients. Manages patient systems to verify and validate accuracy resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs interprofessional team members about shared patients (i.e.,), those who receive their care at multiple VA centers or those who receive care in the community. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Work Schedule: 24/7, 365 days with rotating shifts, weekends, and nights.

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 91200-A

Remote: This position is designated as remote. Remote work is defined as full-time employment conducted outside of a VA facility or in VA-leased spaces. The option for remote work will be assessed continuously, and the selected individual may need to return to a VA office if required. The selectee must live within 50 miles of a VA Medical Center.