Medical Support Assistant (Advanced Business Office)

Major duties include but are not limited to:

• Front-line contact will affect the perception of the quality of healthcare services provided by the VA.
• High degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
• Caring compassionate and sensitive manner is essential when explaining procedures to Veterans and family members both in person and on the phone.
• Receive and relay incoming and outgoing telephone messages.
• Check patients in and out from appointments.
• Schedule return to clinic orders
• Set up clinic paperwork
• Process faxes scanning and printing of documents
• Direct patients to other areas of the hospital
• Change and reschedule clinics
• Greet patients when presenting
• Cancel and reschedules appointments
• Utilize consult toolbox as directed
• Obtain provider and scheduling preferences
• Coordinate care with network providers
• Employ the use of several databases/systems (including but not limited to those listed below)
  • HSRM
  • CPRS
  • VSE
  • CTM
  • REFDOCS
  • TP A Portal
  • PPMS
• Develop and maintain a rapport with both internal and stakeholders involved in the coordination process.
• Review Vista Image Display to determine if records have previously been received
• Confirm care has been received
• Request corresponding documentation for scheduled care
• Complete outstanding consults
• Work involves discussion with patients or their representatives to collect data for administrative processing making referrals scheduling coordinating and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations.
• Maintain expert level knowledge in eligibility criteria standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care

• 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.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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.

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:

Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38
U.S.C. 7407(a).

English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

GS-05

Experience. One year of creditable experience equivalent to the next lower grade;
OR
Education. Two years of education above high school.

Knowledge Skills and Abilities (KSAs). In addition to the experience or education above the candidate must demonstrate the following KSAs:

• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
• 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.
• 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.

• Advanced knowledge of the technical health care process (including but not limited to scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow and patient support care administrative functions to include but not limited to appointment cycles outside patient referrals follow-up care overbooking provider availability etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors nurse practitioners physician assistants psychologists psychiatrists social workers clinical pharmacists and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• Ability to independently set priorities and organize work to meet deadlines ensuring compliance with established processes policies and regulations.
• Ability to communicate tactfully and effectively electronically by phone in person and in writing with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels as well as resolving patient concerns.