Medical Support Assistant (Advanced)

The Southern Arizona VA Healthcare System (SAVAHCS) is seeking a Medical Support Assistant (Advanced) within the Community Care service line. Duties mainly support the overall management and coordination of appointments for Veterans within the Medical Center.

The incumbent works collaboratively with interdisciplinary team members such as pharmacists, social workers, providers, nurses, case managers, etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The AMSA duties include: maintaining appointment schedules, scheduling special studies or labs and following up on administrative items from the Huddle and/or staffing meetings. The incumbent ensures demographics are updated. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. At this level, the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care. Other assignments at this level include but are not limited to: Prepares paperwork and manages ECFaxes and ensures timely return to HIMMS for scanning. Sends requests for records as needed by the PACT Team.- Verifying and updating demographics and insurance information (ICB). Encourages the use of new processes. Processes incoming secured messaging through MyHealthyVet. Addresses those that are administrative (ie. schedule requested appointments). May reassign to the appropriate PACT Team member. Monitor for timely completion to avoid delinquencies/escalations. Utilizes the medical record to enter information and research the needs of the patient as appropriate. Manages patient systems to verify and validate accuracy and resolve concerns. Provides excellent customer service and assists in providing front line resolution when applicable. Manages PACT Team reports and provides them at huddles (i.e. PACT Huddle Report, Open Encounters) patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment. Completes scheduling in compliance with national, facility, and service directives, policies and procedures. Informs team members about shared patients (i.e, those who receive their care at multiple VA centers or those who receive care in the community) VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Full Time, Monday - Friday, 7:30am - 4:00pm Virtual: This is not a virtual position. Financial Disclosure Report: Not Required

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.