Medical Support Assistant (Advanced)

Major duties include but are not limited to:

• Schedules outpatient appointments consults and surgical/pre-op procedures using VistA/VSE per VHA directives as part of the interdisciplinary teamlet care model
• Manages overbooking within provider-set limits and works to minimize no-shows through patient reminders
• Checks patients in electronically verifies identity and confirms/updates demographic and insurance information
• Processes pre-registration and insurance card data counseling Veterans on coverage
• Runs daily reports (EARR PCE Consults Needing Attention etc.) to support workload credit revenue collection and consult tracking
• Meets the 2-business-day requirement for scheduling consults
• Verifies and completes provider orders in CPRS
• Scans and indexes records into VistA Imaging checking scan quality
• Promotes and performs in-person authentication for Veterans using My HealtheVet
• Processes secure messaging and participates in team huddles to coordinate patient care
• Handles incoming correspondence and first-party requests
• Provides strong customer service often under stressful conditions with frustrated patients
• Cross-covers other clinic areas may work in a Call Center and assists in training new staff

Work Schedule: Full-time Monday - Friday 7:00 a.m. - 3:30 p.m. or 7:30 a.m. - 4:00 p.m.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 54866F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

VA Careers - Medical Support Assistant: of employment

• 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.

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.

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. In accordance with 38 U.S.C. 7402(d) no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.
• Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial- level Board or Department of Education.

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).

In addition to the basic requirements stated above the following qualification criteria must be met for this grade. The candidates qualifications must clearly demonstrate the level of competence required for the grade.

EXPERIENCE: One (1) year of creditable experience equivalent to the next lower grade (GS-05).

KNOWLEDGE SKILLS AND ABILITIES (KSAs): In addition to the experience above the candidate must demonstrate the following KSAs:

• 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.

Preferred Experience:

• Demonstrated scheduling experience utilizing VistA Scheduling Enhancement (VSE) or equivalent patient scheduling systems.
• Strong written and oral communication skills.
• Demonstrated excellent customer service skills particularly in a health care or patient-facing setting.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-06.

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.