Medical Support Assistant

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

The MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting and advises clinical staff on current administrative processes and support work relating to the care and treatment given to patients in inpatient units outpatient clinics patient scheduling call centers Care in the Community Support Staff (CITC) and ancillary support services. Responsibilities include but not limited to:

• Answer 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
• Schedule cancel re-schedule patient appointments and/or consults
• Enter no-show information and monitor appointment requests from multiple electronic sources
• Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic
• Monitor both inpatient and outpatient appointments in areas of responsibility
• Verify and update demographics and insurance information when patients check-in for appointments
• Coordinate 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.)
• Serve as an initial point of contact for the units clinics patient call centers CITC to include but not limited to scheduling patient appointments tracking reviewing and responding to electronic orders consults and other elements in the electronic medical record and medical systems
• Utilize practical knowledge of computerized data entry information processing systems and software related to patient care the healthcare systems organization and services basic rules and regulations governing visitors and patient treatment
• Apply knowledge of standard procedures utilizing medical records and medical terminology

• 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical 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.

• 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.
  • Experience. Six months experience of 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
  • Education. One year above high school; OR
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• 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.j.

• Experience: One year of experience equivalent to the GS-4 grade level. Experience includes 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 actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines; and refers all questions regarding medical attention to the appropriate health care team member. (This experience must be supported by your resume to be creditable.) OR
• Education: Four years of education above high school. AND
• Demonstrated Knowledge Skills and Abilities: In addition to the experience or education above candidates must 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.

Candidates should be committed to improving the efficiency of the Federal government passionate about the ideals of our American republic and committed to upholding the rule of law and the United States Constitution.