Advanced Medical Support Assistant

Summary The Albany VA Medical Center is looking for (5) Advanced Medical Support Assistants for the Assistant Director's Office. Responsibilities The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, scheduling duties, customer service and other duties as assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist 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. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA is able to independently manage 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. The incumbent notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Performs daily review of active/pending consults, physician encounters, EWL, Recall Reminder list, Return to Clinic list, Audiocare, VEText, VA Online Scheduling (VAOS) and other patient and provider communications for accuracy and disposition. The Advanced MSA ensures that all insurance and demographic information is verified when the Veteran presents for his/her appointment. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to HIMS to scan or performing scanning (CBOCs). Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Incumbent is responsible for the completion of personnel reports, notification of panel changes to the PCMM Coordinator (as appropriate), consult reports, rosters, and maintenance of supplies and forms. Requires frequent changes to comply with VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals when applicable and appropriate, documents complaints, and provides follow-up and suggests resolutions to supervisor. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels. Incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning Veterans' entitlements and VA benefits, priorities for care, access to care and advanced clinic access. In order to provide cross-coverage, the incumbent must maintain the ability to perform the varied and complex duties of the Advanced Medical Support Assistants in the Clinical Support Service located in various clinical areas throughout the medical center and the CBOCs, which are off-campus. The AMSA may be required to work irregular tours. The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list. Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. Functional Statement #: 21252-A Requirements Conditions of Employment You must be a U.S. Citizen to apply for this 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 (Effective May 7, 2025, driver's licenses or state-issued dentification 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

Created: 2025-12-05