Medical Support Assistant

The Medical Support Assistant Call Center Agent position is located within the Gulf Coast Veterans Health System (GCVHS)The primary duties of the Medical Support Assistant (MSA) may include but are not limited to:

• Scheduling appointments canceling re-scheduling patients appointments and/or consults
• Interpreting and verifying provider orders
• Entering no-show information
• Monitoring the electronic wait list
• Monitoring outpatient appointments for areas of responsibility
• Verifying and updating demographics and insurance information
• Processing all emergency and non-emergency transfers to Triage Nurse
• Working in collaboration with the appropriate clinic(s)
• Developing and maintaining effective and efficient communication with the patient interdisciplinary team VA medical centers and other agencies.
• Performing computerized data entry
• Participating and providing input in problem solving on operational issues or procedures
• Evaluating patient information and clinic schedule lists to ensure compliance to rules and regulations governing the VHA Scheduling Directive 1230
• Providing customer service
• Answering and responding incoming telephone calls
• Ensuring all outpatient clinic appointments are scheduled and documented in accordance with the business rules in VHA Directive Outpatient Scheduling Processes and Procedures

• 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.
• 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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education.
  • (1) Experience. No experience required.
  • (2) Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.

• 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.

GS-04: Do you possess either:
a) 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
b) Education. One year of education above high school Transcript must be submitted AND demonstrate all of the following Knowledge Skills and Abilities (KSAs) to meet the GS-04 grade level

• 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.

• 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.