The WNY VA Healthcare System is hiring an Advanced Medical Support Assistant (MSA) in the Health Administration Service department. The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic and makes any necessary adjustments.
The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensures that the clinic setup is closely monitored to effectively support the needs of the clinic and makes any necessary adjustments. The employee develops/maintains effective and efficient communication with patients and/or caregivers, interdisciplinary team, VA medical centers, and other agencies.
Duties include, but are not limited to: The MSA utilizes multiple computer applications, as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology, administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service.
Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position. Assignments at this level include but are not limited to: a. Receives and relays incoming and outgoing telephone messages. b. Checks patients in and out from appointments. c. Schedules return to clinic orders d. Set up clinic paperwork e. Process faxes, scanning, and printing of documents f.
Directs patients to other areas of the hospital g. Changes and reschedules clinics h. Greets patients when presenting i. Cancel's and reschedules appointments The Advanced MSA contacts patients, VA Medical Center staff, and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA.
A high degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and family members, both in person and on the phone. Variations in work result from changing priorities which frequently depend upon the urgency of the situation.
MSA must use a high degree of tact, poise, empathy, diplomacy and compassion dealing with Veterans, families, caregivers, fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations.
It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly, VACC MSAs will remain flexible through any future iterations or changes in process.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoTotal Rewards of a Allied Health Professional Work Schedule: Monday-Friday 7:45am - 4:15pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21J84-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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/.
katie.calandra@va.gov · 680-356-3681
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $49427 – $64255/yr.
Applications close on 2026-10-26.
This is a Monday-Friday 7:45am-4:15pm position.
This position is open under the 'Public' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-22 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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