Medical Support Assistant (Advanced)

Allied Health ProfessionalCoordinates patient access and care across multiple clinics, specialties, community resources, and interprofessional teams.Evaluates patient needs and determines appropriate routing of clinical concerns to clinical staff or other service areas.Schedules, cancels, and reschedules appointments and consults in accordance with national scheduling requirements.Prioritizes appointment requests to maintain patient flow, clinic readiness, and timely access to care.Screens incoming contacts and independently routes requests to the appropriate area for resolution.Uses advanced administrative judgment to resolve patient access issues and recommends process changes based on current guidance.Processes referrals, consults, medication refill requests, and other healthcare-related administrative actions.Reviews electronic health records and obtains medical information needed to support patient care and scheduling.Communicates with Veterans, caregivers, clinical teams, VA facilities, community providers, and other agencies through telephone, secure messaging, chat, text, and video.Maintains and validates patient demographic, scheduling, and administrative information across multiple electronic systems and data portals.Provides accurate information on VA programs, services, organizational resources, and available care options.Resolves patient complaints and difficult customer interactions while maintaining professional, tactful, and effective communication.Other duties, as assigned.Work Schedule: Monday-Friday, 8:00am to 4:30pmRecruitment/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 $416.66Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VAInsurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Telework: AvailableVirtual: This is not a virtual position.Functional Statement #: 54505-FPermanent Change of Station (PCS): Not Authorized.