Medical Support Assistant

Veterans Health Administration • Indianapolis, IN

5d • Onsite

About The Position

This position is in the Business Office at the VA Medical Center. The Medical Support Assistant (MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and others. The MSA performs clerical and administrative work. The incumbent may work in the Call Center, Urgent Care, or in an interdisciplinary care team within a primary care team or specialty clinic on an infrequent basis.

Requirements

• 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 ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's 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 interest.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade; OR Two years of education above high school.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• 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.
• 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

Nice To Haves

• 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).

Responsibilities

• Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
• The MSA screens/receives phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes.
• Consult and Appointment Management: The MSA is responsible for following through on providers' orders including scheduling appropriate consultation requests, labs, x-rays and various other specialty clinics available at the CBOC. Incumbent will schedule all appointments with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the clinic whenever possible.
• Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Daily review of active/pending consults.
• Patient appointments will be scheduled in accordance with all applicable Scheduling Directives. Appointments are entered upon receipt and entered correctly. Correct scheduling errors within one day of receipt.
• Return appointments will be scheduled before the patient leaves the check-out area and given a card or letter which details the date and time of their next appointment, if desired.
• Cancel clinic availability in scheduling grids for assigned Teamlets when notified of clinician's absence.
• The MSA will assist the veteran in creating a beneficiary travel request via paper form or use of the veteran kiosk.
• Meets, Communicates, and Interacts. Demonstrates ability to meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments.
• Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPM requirements.
• Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.
• Works Independently. The MSA will work in a proficient and self-directed manner to accomplish a wide variety of tasks. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Benefits

• 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)
• 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.
• 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 .
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED