Medical Support Assistant-Community Care

VA Careers - Medical Support Assistant: 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 withe stablished 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.

Work Schedule: Monday-Friday 8am-4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

• 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.

• 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.
Certification. None required.
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title series and grade held which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard but who met the qualifications applicable to the position at the time they were appointed to it the following provisions apply:
(1) Such employees may be reassigned promoted or changed to a lower grade within the occupation.
(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Foreign Education. To be creditable education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).
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.

GRADE DETERMINATIONS:

GS-3 MSA (Entry Level)
1. Experience or Education: None beyond the basic requirements.

GS-4 MSA (Developmental Level)
1. Experience: One year of creditable experience equivalent to the next lower grade.
OR
2. Education: One year of education above high school. (TRANSCRIPTS REQUIRED).
AND
Demonstrated Knowledge Skills and Abilities. In addition to Basic Requirements and the experience listed above candidates must be able to demonstrate all of the KSAs below:
1. 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.
2. 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.
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5 MSA (Full Performance Level)
1. Experience: One year of creditable experience equivalent to the next lower grade.
OR
2. Education: Two years of education above high school.(TRANSCRIPTS REQUIRED).
AND
Demonstrated Knowledge Skills and Abilities. In addition to Basic Requirements and the experience listed above candidates must be able to demonstrate all of the KSAs below:
1. 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.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5. Ability to communicate effectively and professionally in person electronically and/or by telephone with internal and external customers.
6. Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.

Preferred Experience: 1 year of Community Care scheduling or 1 year scheduling experience

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.