Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant (MSA) serves within the VHA Patient Aligned Care Team (PACT) initiative, supporting interdisciplinary clinics as well as the Community Based Outpatient Clinics (CBOCs), Community Living Centers, and specialized areas such as: Specialty Care, Surgery, Compensation and Pension (C&P), and Call Centers. The Advanced MSA plays a critical role in ensuring coordinated, high-quality patient care across service lines involved in the PACT initiative.

This position provides essential medical administrative support to one or more outpatient clinics and serves as an integral member of the outpatient clinic team ensuring the effective day-to-day administrative operation of clinic activities. Key responsibilities include: Provides comprehensive administrative, clerical, and scheduling support to outpatient clinics, efficiently managing patient flow and daily operations in accordance with VA policies and scheduling directives. Supports patient safety standards by correctly identifying patients during each encounter. Validating and updating patient demographic information, either in person during check-in or over the phone. Explaining the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Promoting veteran registration for, and utilization of, MyHealtheVet (MHV). Ensuring all necessary health and /administrative information is accurately integrated into the Computerized Patient Record System (CPRS). Screening and answering phone calls in a courteous and timely manner. Participating in team meetings, contributing to problem-solving operational issues and performing necessary administrative follow up actions. Notifying medical staff when potentially serious symptoms or complaints are identified, and promptly sharing relevant information obtained from patients or family members to assist with diagnosis, treatment, and referral. Receiving and listening to complaints and grievances from patients or their representatives, addressing concerns as appropriate. Monitoring patient flow and identifying existing and potential problem areas or delays in patient care delivery Advising veterans regarding entitlement, eligibility, or priority for medical benefits and selected non-medical benefits, as well as informing them of relevant changes in laws, regulations, and policies. Referring and directing patients to other departments for ancillary tests and services as needed. Work Schedule: Various shifts available, Monday through Friday, 6:30 am - 3:00 pm, 7:00 am - 3:30 pm, 7:30 am - 4:00 pm, 8:00 am - 4:30 pm, 10:00 am - 6:30 pm Functional Statement #: 71240F

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.