Medical Support Assistant (Advanced)The Advanced Medical Support Assistant serves in interchangeable roles within the Scheduling Section in support of and in conjunction with Patient Aligned Care Team delivery method of care. The Advanced MSA works collaboratively with all members of an expanded health care team including Primary Care Providers, Nurse Case managers, Social Workers, Dieticians, Mental Health staff and Specialty and Ancillary Services to provide a robust interdisciplinary approach to care.Duties include, but are not limited to:Coordinates with the patient care team to review clinic appointment availabilitySchedules new and established patient appointmentsTracks and facilitates completion of encounters and consultsParticipates in team huddles and team meetings to manage and plan patient careSets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needsWorks with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic recordMonitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work)Manages electronic wait list to verify and validate accuracy and resolve issuesParticipates and provides input in problem solving on operational issues or procedures in team meetingsPerforms administrative follow up actionsParticipates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of careEvaluates patient information and clinic schedule lists to determine whether patient is vestedGathers information and collects/compiles data to meet the needs of the serviceEducates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and brings to the attention of the providersTakes care of inventories, supplies, and office supplies.Work Schedule: Monday-Friday, 7:30am-4:00pm or 8:00am to 4:30pm (Subject to change based on needs of agency). 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) 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) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 542-04318F This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until March 11, 2026. The initial cut-off for referral of eligible applications will be February 19, 2025 . Eligible applications received after that date will be referred as additional vacancies occur on an as-needed basis until positions are filled.Conditions of EmploymentYou 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 ( ). 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.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.QualificationsBasic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education or Experience: One year above high school; OR Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.Grade Determination: In addition to the basic requirements listed above, the following experience and knowledge, skills, and abilities criteria must be met:Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.Preferred Experience:High volume clinic scheduling in a hospital or doctor's officeAdvanced customer service skills as evidenced by daily interaction and communication with clinicians, patients, families and coworkers.Experience in a clinic setting with multiple inputs (in person, telephone, instant message communications) that need timely and professional resolution.Experience with computer scheduling programs or software utilized in a clinic or hospital.