Medical Support Assistant

The primary purpose of the position is to monitor patient and visitor temperatures verify patient appointments transport patients to appointments verify employee identification (IDs) and provide customer service. The incumbent will also be task with enforcing the visitation policy providing administrative support and providing information assistance to Veterans family members and guests with navigation and wayfinding information in Facility Access. Assignments at this level include but are not limited to:

• Scheduling canceling rescheduling 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.).
• Supports the Milwaukee VAMCs screening process with particular emphasis on customer service.
• Accurately and efficiently screens visitors patients and staff according to current guidelines.
• Greets patients and visitors in a pleasant and courteous manner. Provides information and directions to patients and visitors including assisting with physical transportation of Veterans within the hospital and clinics.
• Provides transportation of Veterans to clinic appointments including general wayfinding.
• Supports cleaning and infection control in accordance with SOP or policy.
• Ensures that the east and south entrances are properly supplied with the proper personal protective equipment (PPE) to support safety guidelines and other protocols/efforts including stocking face masks and/or wheelchairs as needed.
• Document visitor(s) information and provide wristbands to adhere to the visitation policy.

Work Schedule: Sunday - Thursday 7:00am - 3:30pm
Compressed/Flexible:Not Available.
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: 09877F 09876F 09875F
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.
PCS Appraised Value Offer (AVO): Not Authorized.

• 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.

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: Must be proficient in basic written and spoken English.
Education/Experience:

• Experience. No experience required.
• Education: Must possess a High School Diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.

Grade Requirements: In addition to the basic requirements you must meet the grade requirement:
GS-3:
Experience or Education. None beyond the basic requirements.

GS-4:
Experience. One year of creditable experience equivalent to the next lower grade.
OR
Education. One (1) year of education above high school.
AND
Demonstrated Knowledge Skills and Abilities. Candidates must demonstrate all of the KSAs below:

• 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.

GS-5:
Experience: One year of experience equivalent to the GS-4 grade level. Experience 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.
OR
Education: Two years of education above high school;
AND
Demonstrated Knowledge Skills and Abilities: Candidates must demonstrate all of the KSAs below:

• 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

Reference: For more information on this qualification standard please visit The full performance level of this vacancy is GS-5.

Physical Requirements: See VA Directive and Handbook 5019 Employee Occupational Health Service