Medical Support Assistant

Veterans Health Administration • Altoona, PA

8d • Onsite

About The Position

The James E. Van Zandt VA Medical Center is seeking a Medical Support Assistant (MSA) to provide technical and clerical support that facilitates the work of physicians, physician assistants, nurses, nursing assistants, and other medical facility staff who provide direct patient care. The position involves patient communications, appointment scheduling, medical-record maintenance, and coordination of referrals and consultations. The MSA works in an office setting and performs primarily sedentary work. The full performance level is GS-5; selection may be at GS-3 through GS-5. The position is permanent, and the announcement may be used to fill vacancies at listed locations as they arise. The work schedule is generally 8:00 a.m. to 4:30 p.m., Monday through Friday, and may vary; the schedule will be discussed during interviews. Telework and virtual work are not available.

Requirements

• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• For GS-4: one year of creditable experience equivalent to the next lower grade, or one year of education above high school; candidates must demonstrate the listed GS-4 knowledge, skills, and abilities.
• For GS-5: one year of creditable experience equivalent to the next lower grade, or two years of education above high school; candidates must demonstrate the listed GS-5 knowledge, skills, and abilities.
• GS-4 knowledge, skills, and abilities include basic medical terminology; recording patient messages and understanding physician follow-up requests; courteous interaction with people from varied backgrounds and healthcare team members; and use of office automation equipment and software, including computer systems, web-based scheduling, insurance collection, scanning, multiline phones, and electronic faxing.
• GS-5 qualifying experience may include scheduling, canceling, or rescheduling appointments or consults; interviewing patients for appointments; referring patients to specialty clinics; resolving or referring patient complaints; reviewing and documenting outpatient and inpatient records; and verifying third-party insurance and updating information.
• GS-5 knowledge, skills, and abilities include advanced medical terminology; customer service and appropriate referral of concerns; operating computerized systems to enter, modify, and retrieve sensitive patient information; scheduling clinical appointments; working independently across a wide variety of patient-support duties; and professional communication in person, electronically, and by telephone.
• Complete the application, questionnaire, online assessment, and other required application steps and documents.
• Register for Selective Service if applicable to male applicants born after December 31, 1959.
• Meet background and security investigation requirements and complete online onboarding and applicable pre-employment identification requirements.
• Participate in the VA seasonal influenza vaccination program.
• Serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• If using post-high-school education to substitute for experience, submit a college transcript; provide acceptable proof of high school completion or equivalent when required.

Responsibilities

• Answer phones and greet patients.
• Relay messages to appropriate staff inside or outside the unit.
• Schedule routine and specialized appointments for the unit and other units, ensuring proper sequencing; interpret and verify provider orders in accordance with VHA national scheduling and consult guidelines.
• Perform clerical duties related to patient care and treatments, including admitting and discharging patients, arranging travel, forwarding medication and work orders, and maintaining electronic medical charts.
• Perform data entry and notify service administrative staff when supplies are needed.
• Apply medical terminology correctly in performing assigned duties.
• Verify and update patient demographics, including temporary addresses, insurance information, caregiver information, and administrative clinical reminders.
• Communicate effectively, verbally and in writing, with internal and external sources.
• Coordinate patient consultations and referrals to specialty services inside and outside the facility.
• Receive and relay high volumes of incoming and outgoing communications by telephone, fax, and email concerning medical, personnel, and administrative matters.
• Determine the nature and urgency of inquiries, respond independently when appropriate, or route them to clinical staff in a timely manner.
• Perform other duties as assigned.

Benefits

• Federal employees and their families have access to a range of federal benefits; specific eligibility depends on position type, and applicants are advised to contact the hiring agency for details.
• Selected applicants may request credit for prior work or military service toward annual leave accrual; approval is not guaranteed and must be obtained before appointment.

What This Job Offers

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