Medical Support Assistant (advanced)

Medical Support Assistant

The incumbent serves as a Medical Support Assistant (MSA) in the Health Administration Service at the Hershel "Woody" Williams VA Medical Center, Huntington, West Virginia. Working in Radiology/Nuclear Medicine Service, the MSA works collaboratively in an interdisciplinary coordinated care delivery model within the Radiology/Nuclear Medicine Service Line. Responsibilities include coordinating with the patient, interdisciplinary team including the radiologist, technologists, and patients' referring service team, nurses, other VA medical centers, and other agencies. The MSA monitors pre-appointment requirements to assure readiness for patient appointment/procedure including X-rays, Lab work, MRI safety screening requirements, etc. Data reports are run from the VistA Radiology Package and are used to manage radiology scheduling lists; this includes pending, hold, and past scheduled exams validating accuracy, resolving issues, and disposition of orders as required in accordance with policy. The MSA coordinates patient procedures by verifying pre-procedure workup is complete and meets procedure requirements prior to procedure. This may include evaluating patient information, such as lab results and pre-procedure clinical screening for MRI and/or positron emission imaging (PET) exams to assure readiness for imaging exam/procedure and resolving issues, if needed.

Other assignments at this level include but are not limited to participating and providing input on problem solving with operational issues in team meetings, performing administrative follow-up actions on orders and consults, educating providers about shared patients who are receiving care at multiple VAs or those who receive care in the community. The MSA works collaboratively with the Office of Community Care for scheduling of radiologic/nuclear medicine procedures performed in the community. This includes gathering data on patients referred to the community and developing a report that is shared with the Office of Community Care to determine if the patients care has been completed. The MSA must effectively communicate with the Office of Community Care to ensure reports and images are received, processing orders and consults in accordance with policy and following up on outstanding consults. Additionally, this may include ensuring outside providers have prior imaging exams that are necessary for interpretation. The MSA explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information, serving a major role in the revenue process. The MSA contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV). The MSA develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care model, VA medical centers, and other agencies.

The MSA schedules Veteran appointments in accordance with service procedures and policies and instructs the patients on standard preparation procedures required prior to testing (dietary instructions, lab tests, etc.). The MSA schedules appointments in the VistA scheduling package as well as the VistA radiology package. Ensures all appointments are scheduled timely and makes every effort to meet the clinically indicated date of the provider. Scheduler notifies section personnel immediately on the arrival of patients awaiting exams and any STAT request that is received. Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Provides specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics and specialties including clinic cancellations. Has expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability/utilization to ensure the clinic schedules are closely monitored to effectively support the needs of the clinics (and adjusts, as needed). Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.

Requirements include being a U.S. Citizen, proficient in written and spoken English, and subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. 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 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.