Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant serves as an initial point of contact for patients; schedules medical appointments; tracks, reviews and responds to electronic orders, consults and other elements in the electronic medical record and medical systems. This position is located in Mental and Behavior Health Service Line, Northwest Metro Clinic, Ramsey, MN,

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoDuties include but are not limited to: Greet and check-in patients Assist patients with mobile check-in Gather medical information Refer patients to appropriate member of health care team Report backlogs, difficulty meeting deadlines and uncooperative physicians Document complaints and identify customer concerns Perform tasks required to resolve issues accurately and timely and following up to ensure satisfactory resolution Diffuse potential dissatisfaction with VA services Monitor copying and faxing Route incoming phone calls Generate patient workload reports and monitor activity Respond to secure messages Respond to appointment requests Ensure scheduling related documentation is completed accurately and timely Monitor and maintain scheduling grids with supervision Process transfers to other facilities Perform basic eligibility requirements Maintain warehouse supplies and clinic forms Assist with clinic access contingency plans by adjusting appointment times, locations or dates Provide training and knowledge of data programs Request medical records from Community Care providers and non-VA healthcare institutions Conduct special audits Conduct studies or surveys as needed/requested Ensure collection complete and appropriate date for reporting purposes Mentor GS3-5 MSAs Learn new processes to oversee training and implementation among other MSAs Provide training during orientation and or remedial for existing staff Work to resolve daily workplace issues Provide guidance to staff members including changes to policies and procedures Process incoming patient secure messaging through and coordinate with care team as appropriate Participate in team huddles and team meetings to manage, plan, problem solve and follow up with patient care by sharing information and collaborating with the interdisciplinary team Setting priorities and deadline Adjusting flow and sequencing of work to meet team and patient needs Identify incomplete encounters and communicate findings to providers Assist the team to reinforce the plan of care and self-help solutions Enter appropriate information into the electronic record Monitor pre-appointment information and or requirements to assure readiness for patient visit/procedure Manage patient systems to verify and validate accuracy and resolve issues Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment Inform team members about shared patients (those receiving care at other VA facilities or care in the community) Work Schedule: 8:00am to 4:30pm, Monday-Friday Telework: Not Eligible Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized

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. 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.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.