Medical Support Assistant CITC

VA Careers - Medical Support Assistant: Rewards of a Allied Health Professional

Duties of this position are but not limited to:

• MSA is responsible for scheduling appointments including interpreting and verifying provider orders in accordance with Community Care Process Guides. Independently recognizes the urgency of the consults and schedules care in accordance. Assignments include but are not limited to: scheduling rescheduling patient consults and monitoring processes related scheduling. Accurately schedules the full spectrum of medical care including but is not limited to outpatient appointments outpatient procedures inpatient surgery lab tests and imaging throughout all specialties. Communicate to the patient and pre- appointment requirements or instructions. Clearly communicate appointment care details to the patient or family.
• Communicate to the ordering provider or nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient. Identify and communicate patient concerns or needs recognized during communications regarding upcoming appointments.
• The MSA ensures the integrity of various databases and data used in the management of administrative and customer service within the department. The MSA understands and utilizes current Community Care software.
• The MSA participates in team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs.
• The MSA utilizes the consult status to support accurate record of the consult as it moves through the process from approval to the point that results are attached to the consult. Independently collaborates communicates set priorities and organize the work to meet deadlines ensuring compliance with established processes policies and regulations.
• The MSA collaborates with their nursing team as well as PACT or ordering providers when a consult requires clinical guidance during the scheduling process. Communicates information between community providers VA interdisciplinary team clearly and timely to facilitate access to care. Informs VA Provider of care that cannot be scheduled within his/her recommended time frame and assists provider as needed in identifying alternate location or option to access care timely for the patient.
• Provides follow up calls to patients when it is identified that an appointment was not attended. Incumbent assists patients in rescheduling appointments in cases of missed or no-show appointments. The MSA recognizes the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved.
• The MSA interprets VA guidelines and assists with communicating these to patients families agencies employees and Veterans organizations. The MSA provides information and guidance to agency employees regarding scheduling processes as requested.
• Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients visitors volunteers and all medical center staff) in a courteous tactful and respectful manner.
• Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

• 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.

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).
• Experience. No experience required.
• 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
• 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.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

• 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.