Medical Support Assistant (Advanced) - Surgical Care

This occupational series may be eligible for the Student Loan Repayment Program (SLRP). Repayment is limited to $40,000 annually, up to $100,000 in lifetime awards. Participants must sign a three-year service agreement and maintain an acceptable level of performance to remain eligible for this program. Contact VHAV23SLRP@va.gov for more information.

The incumbent serves as an Advanced Medical Support Assistant in the Surgical Care service line at the Minneapolis VA Health Care System. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties of this position are, but not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Participates-in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Daily review of active/pending consults, EWL, Recall list and Audio care communications for accuracy and disposition. Coordinates administrative services for veterans, family members, caregivers, and public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Interprets and applies to a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Directs daily work of Clinical Support Section employees in the absence of the supervisor. Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill in other areas. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Generates patient workload reports for validation and monitors activity in clinical areas to ensure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Interpret and communicate requirements of VI-IA Scheduling Directives and complete accurate scheduling responsibilities. Schedules appointments and utilize the EWL accurately in a timely manner. The MSA may also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit. Serves as technical advisor and liaison with contacts at all levels. Incumbents must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans' entitlements and VA benefits, priorities for. care, access to care and advanced clinical access. The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Administrative Days Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000

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. 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.