The incumbent serves as an Advanced Medical Support Assistant at the New York Harbor VA Medical Center. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing, appointment verification, health/temperature screening and customer service.
The Advanced Medical Support Assistant is responsible for assuring that various aspects of staffing, training, compliance, reporting, cleanliness/sanitation and quality assurance are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image.
The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled.
The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties as an MSA are the initial interaction, either face-to-face, virtually and/or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations.
The work is mostly sedentary and is performed in various locations. The performance of daily rounds to the assigned clinic areas is required. This may include frequent visits to off-site clinics to fill-in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas. May be required to work a rotation among assignments/locations, staggered shifts, and/or weekends in support of Patient Access initiatives.
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbents must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
The MSA participates in the huddles and team meetings where patient care planning and management occur, except during staff shortages for coverage. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Conducts daily review of active/pending consults, Recall list, VetLink and Kiosk communications for accuracy and disposition.
Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. The incumbent will ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to scan.
Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interpret and applies to a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
The ability to distribute and balance the workload among employees in accordance with established workflow or job specialization, ensures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Directs work of Clinical Support Section employees in the absence of the supervisor.
Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: 07:30-16:00 Compressed/Flexible: Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21L29-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/.
heather.addison@va.gov · 219-256-6644
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $53512 – $69565/yr.
Applications close on 2026-10-26.
This position is open under the 'Public' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-20 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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