Medical Support Assistant (Advanced - Business Office)

The Medical Support Assistant utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service.

Major duties include but are not limited to: Front-line contact will affect the perception of the quality of healthcare services provided by the VA. High degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and family members, both in person and on the phone. Receive and relay incoming and outgoing telephone messages. Check patients in and out from appointments. Schedule return to clinic orders Set up clinic paperwork Process faxes, scanning, and printing of documents Direct patients to other areas of the hospital Change and reschedule clinics Greet patients when presenting Cancel and reschedules appointments Utilize consult toolbox as directed Obtain provider and scheduling preferences Coordinate care with network providers Employ the use of several databases/systems (including but not limited to those listed below) HSRM CPRS VSE CTM REFDOCS TP A Portal PPMS Develop and maintain a rapport with both internal and stakeholders involved in the coordination process. Review Vista Image Display to determine if records have previously been received Confirm care has been received Request corresponding documentation for scheduled care Complete outstanding consults Work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. Maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Monday - Friday, 8:00am - 4:30pm Virtual: This is not a virtual position. Functional Statement #: 21 N19-A Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.