Medical Support Assistant (Advanced)

The position is an Advanced Medical Support Assistant (AMSA) within the VISN 5 Clinical Resource Hub (CRH). The primary duties of the MSA are to perform a variety of administrative support functions in connection with Veteran's inpatient and outpatient visits, care, and treatment while working collaboratively in an interdisciplinary coordinated care delivery model.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major Duties: Works collaboratively with staff members in the CRH to manage and plan patient care, prioritize deadlines, and adjust workflow to meet patient needs Supports patient safety standards through the correct identification of all patients Front-line contact with patients and staff Uses CPRS and VistA to access patient-specific information to answer patient inquiries about patient location, appointments, and/or connect veterans to appropriate medical personnel, while following all HIPAA requirements. Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies. Performs administrative duties required in the day-to-day operations of the CRH as necessary Monitor pre-appointment requirements to assure readiness for virtual (CVT/VVC/phone) visits. Use the appropriate scheduling platform for scheduling needs Participate and provide input in problem-solving on operational issues or procedures in team meetings, and perform administrative follow-up actions. Evaluate patient information and clinic schedule lists to determine whether the patient is vested. Educate and bring to the attention of providers about shared patients (dual care patients). Maintain competency and assist and coordinate in clinics and meetings requiring the use of CVT, VVC, and modalities for virtual CRH clinic care. Monitors incomplete encounters and/or telehealth orphans and communicates findings to providers to rectify and assist as needed. Receive and answer Veteran phone calls within 30 seconds and secure messages within 48hrs. Monitors pre-appointment information and/or requirements to assure readiness for patient visits/procedures/appointments. Relay information to appropriate team members based upon triaging of Veteran concerns. Work with the interdisciplinary team to schedule follow-up visits for inpatients and outpatients in the CRH Clinics with various providers and in a variety of modalities (face-to-face, VVC, and phone if needed). Coordinate care of Veterans at other VA facilities within the VISN. Ability to coordinate video or phone visits based on CRH clinic and Veteran availability. Obtain appropriate inpatient and outpatient records and ensure they are appropriately entered into the VA computerized system to ensure availability for patient care Ability to operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems, and/or reports. Knowledge of basic medical terminology and more specific terminology as needed for problem solving and communication with Specialty teams Ability to communicate effectively and professionally with Veterans and employees at varying grade levels. Ability to identify concerns, perform the tasks required to resolve the issue accurately and timely, and follow up as necessary to ensure a satisfactory resolution Ability to make appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work within a complex range of Primary Care, Mental Health, and/or Specialty CRH clinics. Work Schedule: Monday to Friday - 8:00am - 4:30pm Telework: Available-per agency policy Virtual: This is not a virtual position. Functional Statement #: 25048F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. 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 evaluation. 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.