Medical Support Assistant

Veterans Health Administration • Indianapolis, IN

1d • Onsite

About The Position

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

As a frontline contact for patients and staff, the MSA communicates courteously and professionally, including with veterans who may have multiple health problems or frustration with administrative processes. The role handles phone calls, determines the nature of requests, provides information using privacy rules and clinic processes, and explains procedures to veterans and family members with care and sensitivity.

The MSA follows provider orders by scheduling consultations, laboratory tests, x-rays, and other specialty clinic services. Appointments are coordinated with patient input and scheduled in accordance with applicable directives and timeframes. The MSA reviews pending consults, corrects scheduling errors, arranges return appointments, updates clinic availability when clinicians are absent, and assists veterans with beneficiary travel requests. The MSA also uses office automation programs and databases to maintain records and schedule appointments, protects patient confidentiality, completes required training, and independently prioritizes and manages assigned work with limited supervision.

Requirements

• U.S. citizenship.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• For GS-05 qualification through experience: one year of creditable experience equivalent to GS-04, such as interviewing patients for appointments; referring patients to specialty clinics; reviewing and documenting medical and administrative records; verifying third-party insurance and updating Insurance Capture Buffer information; obtaining medical information from patients; or scheduling appointments under VHA national scheduling guidelines.
• Alternatively, two years of education above high school.
• Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Customer service skills, including the ability to identify customer concerns and refer them to appropriate staff for resolution.
• Ability to use computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, 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/or by telephone with internal and external customers.
• Proficiency in written and spoken English.
• Meet required application and assessment steps, background/security investigation, and online onboarding requirements.
• Participation in the seasonal influenza vaccination program.
• Serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• Meet Selective Service registration requirements, if applicable to male applicants born after December 31, 1959.

Responsibilities

• Communicate courteously and professionally with patients, veterans, family members, staff, and other health care team members in person and by telephone.
• Screen and receive phone calls, determine the nature of requests, and provide appropriate information while following privacy rules and established clinic processes.
• Explain procedures to veterans and family members with a caring, compassionate, and sensitive manner.
• Follow providers’ orders by scheduling consultations, laboratory tests, x-rays, and other specialty clinic services.
• Schedule appointments with patient input, coordinating services where possible to reduce multiple trips to the clinic.
• Notify the supervisor when clinic access is inadequate or a patient cannot be scheduled within mandated timeframes.
• Review active and pending consults daily and schedule appointments in accordance with applicable scheduling directives.
• Enter appointments upon receipt, ensure entries are correct, and correct scheduling errors within one day of receipt.
• Schedule return appointments before patients leave the check-out area and provide an appointment card or letter when desired.
• Cancel clinic availability in scheduling grids for assigned Teamlets when notified of a clinician’s absence.
• Assist veterans with beneficiary travel requests using a paper form or veteran kiosk.
• Use office automation equipment, software, programs, and databases to schedule appointments and establish, organize, and maintain record systems.
• Maintain confidentiality of patient information in accordance with HIPM requirements.
• Complete mandatory annual TMS assignments and other training or education requirements set by the supervisor.
• Independently prioritize and manage a wide variety of duties, adjusting work flow and sequencing to meet team and patient needs.

Benefits

• Federal employee benefits package available to employees and their families; specific benefits depend on position type and should be confirmed with the hiring agency.
• Potential credit toward annual leave accrual based on 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