Medical Support Assistant

Summary

The Medical Support Assistant functions as serving as an initial point of contact for the units, clinics, patient, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders and consults in the organizational medical systems. This position requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, utilizing medical records, and medical terminology.

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Duties

VA Careers:

Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoTotal-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

Major duties include (but not limited to):

Customer Service

• Greet and check in patients, assist patients with mobile check-in if needed.
• Gather medical information if needed.
• Refer patients to appropriate member of health care team as needed.
• Report backlogs, difficulties in meeting deadlines, uncooperative physicians.
• Document complaints.
• Ability to identify customer's concerns, perform the tasks required to resolve the issues accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.
  
  

Perform receptionist duties

• Monitor copying and faxing.
• Answer and route incoming phone calls.
• Validate and update demographics.
• Verify insurance information in ICB
  
  

Scheduling Expectations

• Follow the current VA Scheduling Directive and Minimum Scheduling efforts
  
  

Administrative duties

• Checks Recall Reminder lists to avoid delinquencies.
• Prepare for clinic including printing appointment and clinic lists.
• Ensure encounter forms are completed.
• Ensure return to clinics orders are completed daily.
• Routinely review of active/pending consults daily.
• Interpret, verify, and disposition of provider orders.
• Complete reports.
• Record meeting minutes, scribe with co-signer.
• Monitor appointments for area of responsibility.
• Process all transfers to other facilities.
• Monitor Audiocare.
• Perform basic eligibility requirements.
• Maintenance of warehouse supplies and clinic forms
  
  

Special Duties as assigned

Work Schedule: 40 hours per week, Monday-Friday. Duty hours will vary and will be discussed during the interview process.

Pay: Competitive salary and regular salary increases

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework: Not available.

Virtual: This is not a virtual position.

Functional Statement #/ Position Title: 000000/ Medical Support Assistant

Permanent Change of Station (PCS): Not Authorized

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Requirements

Conditions of Employment

• 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.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
  
  

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 05/05/2025.

Medical Support Assistant Basic Requirements:

Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

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.
  
  

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:

• Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
• 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.
• 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.

Physical Requirements. See VA Directive and Handbook 5019.

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.

Grade Determinations:

• Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
• Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
• Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
  
  

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

AND

Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below.

• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.
  
  

GS-4 Grade Experience (Developmental Level): One year of experience in 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: Two years of education above high school.

AND

Demonstrated Knowledge, Skills, and Abilities (KSAs). 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 Grade Experience (Full Performance Level): One year of experience equivalent to the GS-4 grade level;

OR,

Education: Four years of education above high school.

AND

Demonstrated Knowledge, Skills, and Abilities (KSAs): 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.
  
  

References: VA Handbook 5005/53, Part II, Appendix G45

The full performance level of this vacancy is GS-5



Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system.

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.

Education


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.



Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Area of Consideration - Eligible applications will be reviewed and referred in the following order:

• 1st Area of Consideration: Current permanent employees of the Nebraska-Western Iowa Health Care System to include the Community Based Outpatient Clinics (CBOCs), and the NWI Veterans Canteen Service.
• 2nd Area of Consideration: All other VA Agency Employees.
• 3rd Area of Consideration: All other applicants.
  
  

This is an open continuous announcement; applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available.

EXPLORE THE TOTAL REWARD FOR THE MEDICAL SUPPORT ASSISTANT CAREERS

This occupational series is eligible for the Student Loan Repayment Program (SLRP), and participation is available for highly qualified candidates. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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