Summary
The Medical Support Assistant (Advanced) serves in the Care in the Community Service at the VHA Western New York Healthcare System. The incumbent provides advanced administrative and clerical support for the coordination, scheduling, tracking, and documentation of authorized community care services for Veterans. The position supports the administrative components of the Care in the Community.
Duties
Duties but not limited to: Community Care Referral and Consult Coordination Provides advanced administrative support for Care in the Community referrals, consults, authorizations, appointments, procedures, diagnostic services, and related follow-up activities. Documents referral-related actions, communications, scheduling activity, records requests, and outstanding issues in the appropriate electronic system. Assists Care in the Community clinical and administrative staff with the administrative coordination and tracking of referrals. Reviews assigned referral information, coordinates required follow-up actions, documents the status of pending actions, and escalate unresolved or non-routine issues to the appropriate staff member Scheduling and Appointment Coordination: Coordinates community care appointments and additional administrative requests for authorized care with community providers and authorized vendors. Accurately schedules the full spectrum of authorized medical care, including appointments, procedures, surgery, imaging, diagnostic testing, specialty care, rehabilitation, and follow-up services, in accordance with documented instructions and established scheduling procedures. Community Provider and Records Coordination: Follows up with community providers and authorized vendors to confirm appointment completion, identify cancellations or no-shows, address scheduling barriers, and obtain outstanding medical records and other required documentation. Requests, receives, tracks, and appropriately routes medical records, consultation reports, diagnostic results, operative reports, and other documentation from community providers in accordance with applicable VA policy. Follows up on missing, incomplete, illegible, or delayed records and documents the status of outstanding requests. Administrative Review and Electronic Documentation Reviews information entered in approved referral, scheduling, or screening tools for administrative completeness; documents missing or conflicting information; and escalate clinical, eligibility, authorization, or risk-related questions to the appropriate clinical or administrative staff. Enters, updates, verifies, and validates appropriate referral, consult, appointment, provider, authorization, and records information in the electronic record and applicable VA systems, including CPRS, HSRM, PPMS, and other approved applications. Veteran and Customer Communication Performs telephone, electronic, written, and face-to-face receptionist and customer-service duties with internal and external customers. Obtains and documents administrative information necessary to process or route the request. Provides timely assistance within the scope of the position and refers clinical concerns, symptoms, medical questions, or other clinical matters to the appropriate clinical team member. Documents of customer contacts, messages, actions taken, and follow-up requirements in the appropriate electronic record or approved communication system. Team Participation and Workload Management Participate in team huddles, staff meetings, interdisciplinary discussions, and process-improvement activities. Sets priorities and adjusts the sequence of work to meet Veteran needs, referral requirements, established timeframes, service priorities, and changing workload demands. Reviews assigned information to identify administrative barriers, monitor pre-appointment requirements, follow-up actions, and escalate clinical or unresolved issues to the appropriate staff member. Monitors assigned worklists and reports backlogs, unresolved referrals, records delays, scheduling barriers, system problems, vendor concerns, or other conditions that may affect timely coordination of care. Performs other duties as assigned that are appropriate to the Medical Support Assistant (Advanced) position and consistent with Care in the Community requirements, VA policy, established procedures, and the employee's training and scope of responsibility. Work Schedule: 8am - 4:30pm (M-F) Telework: Ad- hoc Virtual: This is not a virtual position. Functional Statement #: 21 Q78-A Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not Authorized
Requirements
You 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 (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. Must pass pre-employment physical evaluation 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 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.
Education
There is no education substitution.
How you will be evaluated
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.