Medical Support Assistant (Advanced)

Department of Veterans Affairs

The Advanced MSA, provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or CBOC resources.

• Duties include but not limited too: Serving as the initial point-of-contact for Veteran interactions within health system clinics to conduct scheduling, re-scheduling, and cancellation of patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. The incumbent is an essential member of the Veterans health care team and communicates effectively with clinicians, nurses, and other health professionals in support of Veteran's access to medical care. The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings. The Advanced Medical Support assistant may be required to serve on more than one Primary Care PACT team or in more than one specialty service line, or rotate into any scheduling area as needed. The incumbent's duties scheduling activities must comply with established national, VISN, and local guidance, particularly VHA Directive 1230 (Outpatient Scheduling Management), and VHA Directive 1232 (Consult Management), and must stay current with any updates or changes to VHA scheduling policies and procures. The incumbent will have Exceptional customer service and de-escalation skills are essential for effectively serving Veterans and coordinating their healthcare. A high degree of care and compassion is vital to maintaining a high-quality service experience for the Veterans while adhering to the VA's ICARE values: Integrity, Commitment, Advocacy, Respect, Excellence. The incumbent must have a thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services to effectively interact with Veterans and coordinate with other medical services throughout the health care system. They must screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and clinic for processes. The incumbent will communicate with non-VA medical facilities to ensure effective coordination of care, including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers. Work Schedule: Monday-Friday 8am-4:30pm Compressed/Flexible: Not Available Recruitment/Relocation Incentives (Sign-on Bonus): Not Available Permanent Change of Station (Relocation Assistance): Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

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