Medical Support Assistant

The MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting and advises clinical staff on current administrative processes and support work relating to the care and treatment given to patients in inpatient units outpatient clinics patient scheduling call centers Care in the Community Support Staff (CitC) and ancillary support services. Responsibilities include but not limited to:

• Answer phones greeting patients relaying messages to appropriate staff inside or outside of the unit scheduling appointments including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Schedule cancel re-schedule patient appointments and/or consults
• Enter no-show information and monitor appointment requests from multiple electronic sources
• Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic
• Monitor both inpatient and outpatient appointments in areas of responsibility
• Verify and update demographics and insurance information when patients check-in for appointments
• Coordinate administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patients eligibility status (i.e. TRICARE sharing agreements collaterals research patient VA employee etc.)
• Serve as an initial point of contact for the units clinics patient call centers CitC to include but not limited to scheduling patient appointments tracking reviewing and responding to electronic orders consults and other elements in the electronic medical record and medical systems
• Utilize practical knowledge of computerized data entry information processing systems and software related to patient care the healthcare systems organization and services basic rules and regulations governing visitors and patient treatment
• Apply knowledge of standard procedures utilizing medical records and medical terminology

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.
• 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: 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.

• Experience or Education:
  • Experience: One year of creditable experience at the next lower 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.

• Experience or Education:
  • Experience: One year of creditable experience equivalent to the next lower 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.