Medical Support Assistant

Total Rewards of a Allied Health Professional

Duties include but not limited to:

• He/she is responsible for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
• He/she must review the clinic utilization by using various reports (e.g. Clinic Utilization Statistical Summary) and 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.
• The incumbent will notify his/her supervisor when clinic access is outside established performance guidelines or if an
  individual patient cannot be scheduled within mandated clinic timeframes and/or by the patients desired date.
• He/she will work with the team to reinforce the plan of care by entering appropriate information into the electronic record (when directed) and through monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g. X-ray lab work).
• The incumbent will schedule appointments in accordance with current established VA/VHA Directives Handbooks policies and procedures.
• The incumbent will daily review active/pending consults Electronic Wait List and Recall List reports for accuracy and disposition.
• Explains the VAs mandate to collect insurance information to veterans their families and other eligible patients.
• When records are received the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning the documents into the records.

• 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 drivers 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.

• 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.

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.
• Experience. No experience required.
• Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019 Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019 Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

• 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.

• 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.

• 1 year experience working in a clinical environment coordinating clinic schedules for providers (e.g. medical doctors nurse practitioners physician assistants psychologists/psychiatrists).
• 1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model.
• 1 year experience with medical terminology in a interdisciplinary coordinated care delivery model.
• 1 year experience managing patient communications in an interdisciplinary coordinated care delivery model (e.g. telephone and/or e-mail).
• 1 year experience with documenting appropriate information into an electronic medical record.