Medical Support Assistant

This is the full performance level for MSAs. At this level the MSA independently performs a full range of duties related to the delivery of health care services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones greeting patients relaying messages to appropriate staff inside or outside of the unit and scheduling appointments including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include but are not limited to: scheduling canceling re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates 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.).

The duties include but are not limited too:

• The MSA is responsible for scheduling appointments including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Scheduling canceling and rescheduling patients appointment and/or consults.
• Entering no-show information.
• Monitoring the electronic wait list.
• Preparing for clinic visits.
• Monitoring both inpatient and outpatient appointments for areas of responsibility.
• Ensuring encounter forms are completed in order to obtain appropriate workload credit.
• Verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals.
• Performing basic eligibility co-pays and preauthorization requirements for specific coverage.
• Other duties assigned.

Work Schedule: Employee may be required to work rotating shifts (including weekends) with rotating days Sunday-Saturday 06:30am -8:00pm (TODs vary)
Virtual: This is not a virtual position.

• 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.

Basic Requirements:

• United States 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)
• Experience. None
• 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
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

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).

Grade Requirements: In addition to the basic requirements you must meet the following grade requirements.

Medical Support Assistant GS-05

Experience or Education.

• (a) Experience. One year of creditable experience equivalent to the next lower grade; Examples of specialized experience at the GS-4 level. Assignments at this level include but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.

OR

• (b) 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.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-05.

Physical Requirements: The physical demands of this position typically are somewhat sedentary. The position requires the employee to be occasionally mobile; periods of daily walking are occasional and require the employee to walk long/intermediate/short distances that can include pushing and/or pulling a 4-wheeled basket or industrial-type cart with a collective weight up to 60-100 pounds. Its a position that requires occasional moderate lifting of 35 pounds or less. When the employee isnt mobile they will be sitting at a workstation. The position requires the employee to sometimes bend at the waist or stoop down or to stretch and to sometimes stand for long/moderate/short periods of time.