Medical Support Assistant

Veterans Health Administration • Erie County, PA

3d • Onsite

About The Position

The Medical Support Assistant is a complex role requiring an understanding of VA policies, independent decision-making, and multidisciplinary collaboration. The position provides administrative and patient support to help patients access care and meet their clinical and administrative needs. The incumbent works with medical center programs, services, and multidisciplinary team members and demonstrates strong interpersonal and customer service communication skills.

This is an open continuous announcement for vacancies that may arise within the Erie VA Healthcare System and associated Community-Based Outpatient Clinics. Applicants may be referred as positions become available, and the announcement may be used for up to 90 days after it closes. The position is not telework eligible and is not virtual. Work schedules are discussed during the interview and determined upon selection; multiple schedules are available. Evening, rotating weekend, and/or holiday work may be expected.

Requirements

• U.S. citizenship; non-citizens may be appointed only when qualified U.S. citizens cannot be recruited in accordance with VA policy.
• High school diploma, GED equivalency certificate, or proficiency certificate from a state- or territorial-level Board or Department of Education.
• For the GS-5 grade: one year of experience equivalent to GS-4, or two years of education above high school, and demonstration of all required knowledge, skills, and abilities.
• Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Customer-service skill, including identifying customer concerns and referring them to appropriate staff to support satisfactory resolution.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, and/or reports.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently while performing a wide variety of patient-support duties.
• Ability to communicate effectively and professionally in person, electronically, and by telephone with internal and external customers.
• Proficiency in spoken and written English.
• Successful completion of an online assessment, background/security investigation, and pre-employment physical examination.
• Must meet applicable identification and onboarding requirements and complete all application requirements listed in the announcement.
• Participation in the VA seasonal influenza vaccination program is required for Health Care Personnel.
• Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• Foreign education must be deemed equivalent to a conventional U.S. program by a qualified credential-interpretation organization; foreign-education applicants must provide a Certificate of Foreign Equivalency with transcripts when using that education to qualify.
• Must satisfy applicable physical requirements under VA Directive and Handbook 5019.

Responsibilities

• Manage telephone calls, in-person inquiries, and secure messages about appointments and procedures; gather information, assist with scheduling changes, and refer issues outside the assignment's scope to the appropriate team or provider.
• Use computerized data-entry and information-processing systems to provide information, schedule appointments, maintain records, and make referrals, while applying knowledge of the medical center's organization, services, and visitor and patient-treatment rules.
• Determine patient eligibility for care under VA regulations and applicable public and state laws; refer patients to Enrollment and Eligibility for overdue means tests and insurance verification.
• Review records for deficiencies, referral information, and completeness before transfers or specialized care; direct patients to Release of Information for non-VA referrals and emergency-treatment continuity of care.
• Schedule and coordinate appointments, consults, follow-ups, procedures, and urgent visits in VistA/VSE and DHCP; provide preparation instructions, record required information, communicate appointment notices, and update cancellations, corrections, and rescheduling.
• Resolve scheduling conflicts with the Administrative Officer of the Day, coordinate daily clinic activities with the care team, and generate daily Encounter Action Required Reports in accordance with VA policy.
• Follow scheduling directives, including next-available and desired-date policies.
• Communicate with patients, families, and medical center staff, including people with physical or mental health challenges, using tact, compassion, diplomacy, and sound judgment.
• Help patients understand and complete required forms and documents, including in challenging interactions involving confusion, hostility, or suspicion about care and treatment needs.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits eligibility depends on position type, and applicants are directed to contact the hiring agency for details.
• Prior work experience or military service may qualify selected applicants for credit toward annual-leave accrual, subject to request and approval before appointment; credit is not guaranteed.

What This Job Offers

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