Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant serves in the Dental Clinic at the Martinsburg VA Medical Center in Martinsburg, West Virginia. The position directly impacts the administrative and operational aspects of Veteran care delivery, including access management, appointment scheduling, and coordination using advanced clinic access principles, patient processing, customer service, and data integrity.

The Medical Support Assistant (Advanced) works independently, exercising sound judgment to resolve administrative issues that affect patient care delivery. Duties include reception, daily patient processing, and knowledge to support the Specialty Care Service (Dental Service). The position requires excellent communication skills, effective problem-solving, and the ability to support continuous clinic operations, including staggered shifts or weekend clinics when needed. The AMSA reports directly to the Administrative Officer, Dental Service at the Martinsburg VA Medical Center. Duties may include, but are not limited to: Serves as a primary administrative support resource for outpatient clinics, independently managing complex scheduling and access activities in accordance with VHA and local policies. Responsible for coordinating care between the Veterans Dental hygienist, General Dentist, Specialty Provider, and Dental Laboratory Technicians to ensure the case is scheduled appropriately and proceeds without delay. Performs receptionist duties, both face-to-face and telephonically, including ACD/call room scheduling coverage, providing courteous, timely, and Veteran-centered customer service while safeguarding privacy and confidentiality. Screens and receives incoming calls, determines the nature of requests, and provides accurate information or resolution using established clinic processes and privacy regulations. Using VHA approved scheduling and appointment applications, coordinates, schedules, reschedules, and cancels appointments using advanced access principles; adjusts appointment times, dates, or locations to support contingency plans related to staffing shortages or provider availability. Shifts patients to alternate providers or clinics as needed to ensure continuity of care and compliance with mandated access standards. Manages and performs daily reviews of active and pending consults, ICB Web, VA Online Scheduling (VAOS), Open Slot Management (OSM), Audio care communications to ensure accuracy, proper disposition, and timely follow-up, as well as end-of-day review of no-show and/or patient cancellation reports and disposition accordingly. Collects, verifies, and updates Veteran demographic, verifies eligibility, and insurance information to support accurate billing, reporting, and revenue cycle activities. Notifies supervisors or clinic leadership when clinic access is suboptimal or when Veterans cannot be scheduled within required timeframes. Participates in daily team huddles and weekly team meetings focused on patient care planning and management, except when clinic coverage requirements necessitate absence. Coordinates administrative services for Veterans, family members, caregivers, the general public, and interdisciplinary staff to ensure continuity of inpatient and outpatient care. Ensures receipt, processing, and integration of medical and administrative records into the Computerized Patient Record System (CPRS), including initiating scanning when required. Interprets and applies a complex body of laws, regulations, directives, and policies governing VA health care benefits and administrative operations. Develops and maintains effective working relationships with clinical and administrative staff to establish priorities and support direct patient care. Assists with workload distribution among Clinical Support Section employees in accordance with established workflows or job specialization to ensure timely completion of work. Provides guidance, direction, and oversight of Clinical Support Section employees in the absence of the supervisor. Participates in performance improvement, access management, and quality assurance initiatives to enhance clinic operations and Veteran satisfaction. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 613-23062-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this 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. Must pass pre-employment physical examination. 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.