Medical Support Assistant (Advanced)

Advanced Medical Support Assistant

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Work involves specialized administrative judgment 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 contact modalities.

Duties at this level include, but are not limited to:

• Maintaining professional and emotional composure while providing telephone care in a fast-paced, high call volume environment
• Scheduling, interpreting, and verifying appointments or provider return-to-clinic orders in accordance with VHA national scheduling guidelines
• Utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery mode
• Maintaining effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies
• Providing accurate details of organizational information to Veterans regarding the different services the VA offers
• Screening incoming telephone calls and appropriately escalating symptomatic concerns to clinicians within the VISN CCC or appropriate discipline within the department for resolution
• Providing high-quality customer service to Veterans and their families/caregiver
• Communicating tactfully and effectively to challenging customers who may be threatening, abusive, or distraught; resolving Veteran complaints as appropriate.
• Performing duties as assigned to ensure efficient and effective operations

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

Telework: Not available at this time

Virtual: This is not a virtual position.

Functional Statement #: 40925F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

US Department of Veterans Affairs