Medical Support Assistant

The Medical Support Assistant is responsible for accurate appointment management and the correct coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information through pre-registration scheduling appointments collecting insurance information data entry administratively managing consultation requests and the electronic waiting list as well as notifying the patient regarding his/her appointment schedule and verifying return to clinic orders in CPRS. Duties Include:

• Support the care and treatment given to patients in the outpatient setting throughout the medical facility.
• Maintain a daily appointment schedule for one or more hospital outpatient clinics and is responsible for identifying incomplete encounter information. Communicate findings to providers to facilitate accurate workload credit and revenue collection.
• Assist with clinic access contingency plans by adjusting appointment times location or dates as well as shift patients to other health-care providers.
• Perform customer service and other duties as assigned for the proper and timely treatment of patients.

Work Schedule: Monday-Friday 8:30 am - 5:00 pm
Functional Statement #:72209F

Total Rewards of a Allied Health Professional

• 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.
• Must pass pre-employment physical evaluation/examination.
• 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. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.
• Education: Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.

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.

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 Determinations:GS In addition to the basic requirements for employment candidates must meet the following grade-determining criteria for GS 05

1. Experience or Education.
Experience. One year of creditable experience equivalent to the next lower grade which include but is 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 action related to patient care and services and scheduling appointments in accordance with VHA national scheduling guidelines refer all questions regarding medical attention to the appropriate health care team member.
OR
Education. Two years of education above high school. (Transcripts must be submitted as part of the application)
AND
2. Candidates must demonstrate (on the resume) all of the KSAs below:
1) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
2) Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
3) 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.
4) Ability to schedule medical appointments in a clinical setting.
5) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
6) Ability to communicate effectively and professionally in person electronically and/or by telephone with internal and external customers.
AND
3. Assignment. 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 healthcare 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 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.

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 the work are generally minor. The work is primarily sedentary although there is some walking bending carrying of bulky files and some extended periods of standing.