Advanced Medical Support Assistant

Advanced Medical Support Assistant

The Advanced Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative as well as the VHA Patient Centered Medical Home Model transformation initiative. Patient care is delivered in a team-based model known as the teamlet. This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 25, 2026.

Responsibilities include :

• Customer service is essential in this role. Performs all administrative 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.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients using the approved protocols of patient identifiers.
• Uses each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Ensures that all necessary health / administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to scanning.
• Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities : Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner.
• Evaluates patient information and clinic schedule lists to determine whether patient is vested. Is astute to co-managed patients and brings attention to the provider of these shared patients.
• Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Daily review of active / pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition.
• Independently manages 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.
• Provides input for problem solving in team meetings.
• Between visits tasks may include telephone or secure messaging follow-up to see how the patient is doing, reinforcing the plan of care and encouraging self-help solutions.
• The pivotal part of the PACT Team is they monitor pre-appointment requirements to assure readiness for patient visit / procedure (e.g., x-ray, lab work). Identifies incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection.
• Explains VA's mandate to collect insurance information to veterans. Collects, scans, and updates health insurance information serving a major role in the revenue process.
• The incumbent contributes to the revenue collection process by identifying patients with third party insurance.
• 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.
• Utilizes various reports from the MSA Supervisor, i.e. Clinic Utilization Statistical Summary, to ensure clinic setup is closely monitored to effectively support the needs of the clinic.
• The MSA Supervisor accepts recommendations for clinic adjustments by the Advanced MSA.
• Panel Management is an important function within the teamlet and is the responsibility of the Medical Support Assistant. The MSA uses various VHA databases (e.g., PCMM, Clinical Reminder Reports, VSSC, Proclarity, Wait times, patient satisfaction, etc.) to extract, categorize, and collate specific patient / provider metrics required to manage the chronic and preventive health care needs of the panel.
• Develops and maintains specific reports used by the team to monitor, track and trend care delivery as well as participating / leading quality improvement efforts focused on cost, access, quality and satisfaction.
• A critical role performed is the Patient Health Coach. Health coaching supports the VHA Patient Centered Medical Home model by improving patient experience and enhancing patient self-management skills by expanding face-to-face and non face-to-face encounters conducted by the MSA.

Work Schedule : 7 : 30 am - 4 : 00 pm

Telework : Not available

Virtual : This is not a virtual position.

Functional Statement # : 52850-A

Financial Disclosure Report : Not required

Requirements Conditions of Employment :

Qualifications : Basic Requirements :

Grade Determinations :