Medical Support Assistant

Summary

The Primary Purpose of the Position is: The purpose of the work is to initiate and follow through on all clerical and related procedures essential to the provision of patient care for the unit/clinic. These include but are not limited to providing initial contact with all healthcare providers and patients on the facility, the recording and reporting of patient information, relaying of calls and information requiring immediate attention of the staff, monitoring and scheduling appointments.

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Duties

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VA Careers - Medical Support Assistant:

Total Rewards of a Allied Health Professional

Duties may include but are not limited to:

• The MSA receives patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary. Refers urgent messages and patient results for immediate action. Obtains identifying information and determines the nature of the visit/call. Insures eligibility for care and contacts appropriate staff member for verification, when necessary.
• Maintains and monitors patient appointment schedules for the unit/clinic and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities.
• Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the medical center. Incumbent must, always, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior.
• The MSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Assures that the patients are electronically checked in for their appointments via (Vista/VSE). Responsible for confirming with the patient that pre-registration is completed, including demographic information.
• Schedules and provides appointment dates with patient input, when possible, to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care."
• Captures insurance and demographic information on all Veterans, who hold third-party health plans, explains VA's role in insurance reimbursement. Accurately enters insurance information into the buffer as well as copies both sides of the insurance card.
• Incumbent receives telephone calls regarding such things as the availability of and procedures for obtaining medical assistance, directions, and information for contacting various departments, services, and requests for changes in scheduled appointments. Questions callers/visitors to obtain sufficient information necessary to determine primary need or areas of interest and aids or makes referrals to other responsible staff when matter is outside employee's scope of assignment.
• Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Using consult package to include consult toolbox, changes status of consults to reflect current stage of consult, such as received, scheduled, etc. Incumbent must schedule consults in accordance with local policy.
• Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Incumbent schedules outpatient clinic appointments in accordance with VHA Directive 1230 Outpatient Scheduling Processes and Procedures, VHA Directive 1232 Consult Process and Procedures, using Vista/VSE scheduling options.
• Performs other duties as assigned

Work Schedule : Monday - Friday, 8:00am - 4:30pm

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases

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 : Not Available

Virtual: This is not a virtual position.

Functional Statement # : 54058-F, 54059-F, 54060-F

Permanent Change of Station (PCS): Not Authorized

Requirements

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Conditions of employment

• 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 ( 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 1 or 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.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements :

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Experience. None.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Certification: None required.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

• Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
• If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations :

GS-3: None beyond basic requirements

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-4: Experience : One year of creditable experience equivalent to the GS-3 grade level.; OR,

Education . One year of education above high school..

Demonstrated Knowledge, Skills, and Abilities : Candidates must demonstrate all of the KSAs below:

• Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
• Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
• Knowledge of basic medical terminology to assist in the provision of care to patients.
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5: Experience : One year of experience equivalent to the GS-4 grade level; OR,

Education . Two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities : Candidates must demonstrate all of the KSAs below:

• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Preferred Experience:

• One-year experience equivalent to the next lower grade level or 4 years of education above high school
• Ability to schedule appointments, to include interpreting physician/doctors orders, rescheduling and canceling appointments in a clinical setting.
• Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information(medical and patient identifying information into or from electronic medical records, scheduling systems and/or reports.
• Advanced Knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers.
• Skilled in customer service with the ability to identify customers concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure satisfactory resolution.

Reference: For more information on this qualification standard, please visit

The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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: 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:

NOTE : If your school has changed names, or is no longer in existence, you must provide this information in your application.

NOTE: If your school was accredited at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet

Additional information

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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