Medical Support Assistant

Veterans Health Administration • Ann Arbor, MI

10d • Onsite

About The Position

The Medical Support Assistant (MSA) works in the Clinical Access Management Service at the LTC Charles S. Kettles VA Medical Center in Ann Arbor, Michigan. The MSA performs technical and administrative support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other medical-facility staff providing direct patient care. The role requires independent work under guidelines, precedents, and regulations, with minimal supervision, and careful handling of confidential information. The position is generally sedentary, though it may involve some walking, standing, bending, and carrying light items. Work may be stressful during peak clinic hours or periods of high clinic activity.

The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Telework is not available, and the position is not virtual. The full performance level is GS-5; selection may be at GS-3 through GS-5. The position is permanent, and relocation or recruitment incentives and permanent change of station are not authorized.

Requirements

• Must be a U.S. citizen, subject to the stated exception when qualified citizens cannot be recruited.
• Proficiency in written and spoken English.
• Must complete the required application steps, questionnaire, and online assessment.
• Subject to background and security investigation and required onboarding procedures.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a two-year trial period.
• Basic qualification requires either no additional experience or a high school diploma, GED, or state or territorial proficiency certificate.
• For GS-4, one year of creditable experience at the next lower grade or one year of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-5, one year of creditable experience at the next lower grade or two years of education above high school, plus the specified knowledge, skills, and abilities.
• GS-4 knowledge and abilities include basic medical terminology; recording patient messages and understanding physician follow-up requests; courteous communication with people from varied backgrounds and healthcare team members; and using office automation equipment and software.
• GS-5 knowledge and abilities include advanced medical terminology; customer service and referral of concerns; use of computerized systems to enter, modify, and retrieve sensitive patient information; clinical appointment scheduling; independent performance of varied patient-support duties; and professional communication in person, electronically, or by telephone.
• Able to operate a computer terminal and manage multiple activities at one time.
• Education used to qualify must be from an institution recognized by the U.S. Department of Education; foreign education must meet equivalency requirements.

Responsibilities

• Schedule appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Enter no-show information and monitor the electronic wait list.
• Prepare for clinic visits and monitor inpatient and outpatient appointments in areas of responsibility.
• Ensure encounter forms are completed to obtain appropriate workload credit.
• Verify and update patient demographic and insurance information.
• Process emergency and non-emergency transfers to other VA facilities or private hospitals.
• Perform basic eligibility, co-pay, and preauthorization requirements for specific coverage.
• Plan and organize work to meet local and VA-wide time frames for analysis requirements, reports, and special assignments.
• Report backlogs, difficulty meeting deadlines, uncooperative physicians, and difficulty obtaining information from clinicians or records.
• Maintain confidentiality of information obtained in carrying out duties.
• Communicate routinely with physicians, case managers, and other allied health professionals using sound interpersonal skills.

Benefits

• Federal employee benefits package; eligibility depends on position type and other factors.
• Potential credit toward annual leave accrual for qualifying prior federal, work, or military service, subject to request and approval.

What This Job Offers

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