Medical Support Assistant (Advanced) - Clinical Contact Center

Veterans Health Administration

New Orleans (LA)

Hybrid

USD 45,000 - 59,000

Full time

3 days ago

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Job summary

The Veterans Health Administration's Southeast Louisiana Veterans Health Care System in New Orleans seeks a Medical Support Assistant (Advanced) to join the Clinical Contact Center. You will work with an interprofessional healthcare team to coordinate Veteran care and provide information on VA programs.

This role requires handling communications via telephone, secure messaging, chat, text, and video, scheduling, and updating electronic health records.

Responsibilities

Provides specialized administrative patient support while working collaboratively in an interprofessional coordinated care delivery model.
Interprets and verifies provider orders and assists in access to care across multiple clinics and community resources.

Job description

Medical Support Assistant (Advanced) - Clinical Contact Center

Department: Department of Veterans Affairs

The Medical Support Assistant (Advanced) works in the Clinical Contact Center in the Health Administration Service of the Southeast Louisiana Veterans Health Care System located in New Orleans, Louisiana in an integral role, achieving first-contact resolution through Veteran-centered delivery of care and providing information on programs and initiatives available to Veterans.

Key Responsibilities

Total Rewards of a Allied Health Professional The Medical Support Assistant (Advanced) in the Clinical Contact Center works as part of an interprofessional healthcare team collaborating to best coordinate the care needs of the Veteran. The primary duties of the Medical Support Assistant (Advanced) may include but are not limited to: Provides specialized administrative patient support while working collaboratively in an interprofessional coordinated care delivery model.

Utilizes specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Answers telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC.

Interprets and verifies provider orders in accordance with VHA national scheduling guidelines. Recommends changes to existing clinic procedures based on current administrative guidelines. Uses numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model.

Develops and maintains effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, other agencies and non-VA medical facilities. Schedules, cancels, reschedules patient appointments and/or consults. Enters no-show information and monitors appointment requests from multiple electronic sources. Obtains medical information from patients and reviews and updates electronic health record.

Participates in huddles with other MSAs and/or staff to determine the daily needs of the Clinical Contact Center. Informs interprofessional team members about shared patients (i.e., those who receive care at multiple VA centers or in the community). Work Schedule: Typically, Monday-Friday, 8:00 a.m. - 4:30 p.m., Schedule subject to change based on needs of the facility. Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized.

Permanent Change of Station (Relocation Assistance): Not Authorized. Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Available Virtual: This is not a virtual position. Functional Statement #: 629-00464F. Permanent Change of Station (PCS): Not Authorized.

Requirements & Education

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/.

Which agency is hiring for this position?

This position is with Veterans Health Administration, Department of Veterans Affairs.

What is the salary for this position?

The posted pay range is $45409 – $59031/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-10-06.

How many openings are available?

There are 2 openings for this position.

Who is eligible to apply?