Medical Support Assistant (Advanced)

Duties

Total Rewards of an Allied Health Professional Duties include but not limited to:

• Provides advanced administrative support in both clinic and call center settings, ensuring the scheduling of appointments and patient flow actions are performed correctly, in accordance with VHA policy.
• Collaborates with interdisciplinary care delivery models, such as Patient Aligned Care Teams (PACT) or specialty care teams, to ensure clinic utilization is optimized.
• Reviews reports and utilizes clinic management tools to identify and resolve clinic scheduling issues, missed opportunities, and no-show rates.
• Develops and maintains effective communication with patients, VA and non-VA offices, other agencies, and the care team (including communication during transitions of care, discharge, and secure messaging).
• Coordinates follow-up care, such as consults, labs, recalls, and tracking systems; monitors pre-appointment readiness and resolves issues related to patient scheduling.
• Educates and assists providers and staff with scheduling protocols and interpreting orders, including support for shared or community care patients. Participates in team huddles and meetings, providing input on operational issues, helping plan care, and following up on administrative actions to ensure continuity for patients.
• Serves as the initial point of contact for Veterans, families, and representatives who call the Daytime Clinical Call Center, aiming for first-call resolution and delivering accurate, compassionate, and efficient support.
• Ensures accurate and timely entry of data in electronic health records and other required systems.
• Processes requests for appointments, health care information, complaints, and other administrative needs while maintaining professionalism and confidentiality even when interacting with distressed or challenging callers.

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

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases

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: Available

Virtual: This is not a virtual position

Functional Statement #: 31353F

Permanent Change of Station (PCS): Not Authorized