Medical Support Assistant

VA Careers - Medical Support Assistant: of the Medical Support Assistant are to include but not limited to:

• Provides front-line assistance to customers with questions or concerns.
• Responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Schedules cancels and re-schedules patients appointments and/or consults.
• Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely.
• Utilizes computerized programs and databases in order to enter modify and retrieve sensitive information and various data into or from electronic medical records scheduling systems and/or reporting formats.
• Verifies and updates demographics and insurance information.
• Demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility.
• Complies with Employee Education requirements by completing mandatory annual assignments and with any other training or education requirements as determined by the supervisor.
• Shows courtesy respect and a positive attitude toward patients co-workers and the public.

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.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• 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 complaint cannot be utilized as an acceptable form of identification for employment.
• 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 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. All other requirements must be met within 30 days of the closing date of this announcement.

Basic Requirements:

• United States Citizenship: Citizen of the United States. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education:
  • Experience: Six months experience of clerical office customer service or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
  • Education: One year above high school; OR
  • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

• Experience. Six months experience of clerical office customer service or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
• Education. One year above high school. OR
• Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Demonstrated Knowledge Skills and Abilities (KSAs). In addition candidates must demonstrated 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.

• Experience. One year of experience in clerical office customer service or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. OR
• Education. Two years of education above high school. TRANSCRIPTS REQUIRED.
• Demonstrated Knowledge Skills and Abilities. In addition candidates must demonstrated 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.

Medical Support Assistant GS-5

• Experience. One year of experience equivalent to the GS-4 grade level (developmental). OR
• Education. Four years of education above high school. TRANSCRIPTS REQUIRED
• Demonstrated Knowledge Skills and Abilities. In addition candidates must demonstrated 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.

Reference: For more information on this qualification standard please visit Provision: 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).

• Physical requirements: The work is sedentary. Typically the employee sits comfortably to do the work. However there may be some walking standing bending carrying of light items such as papers books small parts or driving an automobile etc. No special physical demands are required to perform the work.